Skillsets

  • Business analysis
  • Project management

IT Assessment - Project Readiness Assessment

Case Study

Background

A $7 billion worldwide provider of insurance, retirement services, and asset management was preparing for the rollout of a long-term virtual workforce strategy to compliment the current in-office approach.  They wanted an IT assessment of Workforce Mobility to determine technical readiness for having groups of people working from home.

What We Did

End-users from two pilot work-from-home groups were interviewed along with members from each infrastructure technology group.  Interview results were shared with technical team members in a Rapid Envisioning Session (RES), where a set of shortcomings and risks were identified.  Subsequent meetings with specific technical teams yielded proposed solutions which were then validated with the larger technical team.  Results were shared with sponsors and senior management.

What We Achieved

Support turned out to be the key issue as most calls to the Help Desk were simply forwarded to more senior technical team members.  The Help Desk (outsourced) had not been properly trained to support remote access technologies.

In a deliberate attempt to improve Help Desk support, a member of the Remote Services group was promoted to manage a Help Desk team and brought important knowledge and process.  The Help Desk began to resolve remote access issues, engineers were freed-up to improve the scalability of the environment and the initiative went from reactive to proactive.

Our financial analysis helped senior management better understand and plan for the real costs of a virtual desktop environment.

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Summary

Industry: Financial Services
Scope: IT Infrastructure-wide exposure
Impact: Virtual workforce initiative could move forward, IT remote computing went from reactive to proactive and engineering projects were able to get completed
Duration: 2 months
IT Assessments