IT Chiefs Learn Secrets of ‘Digital Glue’ in Multi-Vendor Service Management

18 November 2008

Top IT executives attending the IT Service Management Forum (itSMF) in Birmingham last week heard how ‘digital glue’ has dramatically improved IT service management and IT cost effectiveness at Welsh Water following a 15-month transformation programme run in collaboration with Capgemini UK plc and Logica UK.

The programme was based on the application of ITIL® guidelines for IT service management. The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality IT services. ITIL is aligned with and complementary to the international standard for Service Management, ISO/IEC 20000. In their joint presentation at the Forum, Welsh Water, Capgemini UK and Logica also stressed the ‘digital glue’ concept which involves developing communication, monitoring and partnering techniques to promote effective collaboration and ensure that all IT vendors are working together to meet common goals.

Welsh Water reports several key benefits as a result of the transformation programme. They include measurably higher service levels, improved value for money, greater management control of the entire service delivery process, smoother transition of development projects into the live systems portfolio, and greatly enhanced transparency of the delivery process, including a ‘live dashboard’ showing current service status at all times at some 60 company sites in all parts of Wales.

Gill Busby, Deputy Head of IT at Welsh Water, said: “Everything we do at Welsh Water is underpinned by IT, including ensuring the quality of the clean drinking water we deliver to over three million people every day. In order to benefit from best-in-class products and services, our IT is based on collaboration with our IT partners, Capgemini and Logica, who manage the delivery of all our IT services and are joined by Tata Consultancy Services for development projects. The transformation programme we have now completed has enabled us to upgrade overall service delivery to equally best-in-class standards and ensure that our multi-vendor environment is 100% effective.”

Ann Field, Service Management Consulting Manager at Capgemini UK plc, said: “By remembering the four Ps of process implementation – processes, products, partners and people – we have succeeded in creating a new service delivery model that is generating significant benefits for Welsh Water.”

Lin Probert, Service Delivery Manager at Logica, said: “Welsh Water sets a new benchmark for IT departments across the UK. By applying ‘digital glue’ and transforming its service delivery process, Welsh Water has vastly improved its service quality and has achieved significant cost saving.”

Welsh Water’s attainment of improved service management practice within the ITIL framework as a result of the transformation programme has been confirmed by an independent audit carried out by Gartner.

The presentation at itSMF was made jointly by Gill Busby of Welsh Water, Ann Field of Capgemini UK and Lin Probert of Logica.

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