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Technology Refresh

Assignment

Sony Europe manages and develops the company’s electronics business across Europe. As part of a significant re-shape of its European business operation, Sony was seeking to consolidate and standardise its European IT support and service operations.This change programme, which targeted significant cost savings with no impact to the on-going business, was required to be delivered across a diverse and complex environment (4,500 users, 5 languages across 20 European countries).

Approach

By taking a holistic view and managing the end to end programme Leading Resolutions was able to provide the correct solution for Sony by implementing a standardised solution across the European platform for their internal IS solutions.This included a standardised desktop and a centralised Helpdesk function (Single Point of Contact) for the whole of Europe, and taking the complexity of internal IS support away from the business.

A key component of the technology refresh was the rollout of a new email infrastructure. Leading Resolutions managed the review, selection and contract negotiation process for the outsourcing of the refreshed infrastructure. Leading Resolutions managed a rigorous Service Transition and Assurance process and defined a standard Operating Model for the European business which could be scaled globally. Introduction of ITIL based Service Management processes increased service quality and availability also ensuring continual service improvement.

Results

The standardisation and consolidation of the European IT infrastructure, support and service operations resulted in significant cost reductions of more than €2 million.The programme further ensured Sony had the appropriate systems and process in place to deliver IT services in a consistent way with a focus on service quality.

Leading Resolutions strong leadership and expert advice enabled us to painlessly complete one of the largest pan European IT programmes. Leading Resolutions was able to navigate sensitively through the diverse cultural differences that invariably exist within an organisation of our size.

Frank Cunnane, Director - Infrastructure Service Delivery Group, Sony Europe