Case Study: Transitioning Managed IT Services

Wipro helped UK's Bristol Water transition its managed IT services in 3 months. The outcome was a 27% percent jump in First Time Fix (FTF)

Industry Landscape

The year 2015 was an important one for the UK water industry. The long tendering phase came to an end and the industry moved into the sixth Asset Management Phase (AMP6), paving the way for contracts worth billions of pounds. As the contracts get signed, the most significant challenge for the industry will be to reduce operational expenditure, billing rates and offer top-notch services at fair prices.

Client Background

Bristol Water is one of the 10 regulated water-only companies in England and Wales. It has been a provider of drinking water for over 1 70 years with commendable quality of service to a population that now covers 1 .2 million people across 2,400 square km. Bristol Water's operations include extraction, treatment and `distribution of water to homes, businesses and other premises. More than 70% of the water it supplies is delivered to domestic customers and 50% of these are metered.

The Opportunity

With its contract for IT services coming to an end with an existing partner, Bristol Water needed a new provider for managed IT services. The primary goals were to improve the quality of service, reduce costs and have a strong IT partner to address the challenges of business plan. The IT partner would own the infrastructure roadmap, support overall IT strategy and underpin strategic challenges such as Retail Separation.

Solution

Wipro adopted a unique rapid transition methodology with minimal business disruption. A phased approach for deliverables with toll gate reviews at each stage was implemented. Wipro worked closely with Bristol Water to understand their IT requirements. Wipro performed data center migration of the client’s IT infrastructure end-to-end, which included server migration, application migration and ERP.

The solution components included:

An offshore-based 24X7 dedicated service desk for L I support
Setting up of offshore data center services with network connectivity for low-cost, high-quality voice support
Implementation of ITIL Version 3 best practices and associated service management tools (Remedy On Demand and AppDynamics)
Consistent, standardized and accessible technical content (SMTD\EPDs) for the applications and infrastructure support environment as part of IT-enabled business improvements
Implementation of Service NXT™, our next generation Service Management Framework that helps optimize IT operations and infrastructure

Business Impact

30% cost savings in support services
Seamless service operations started from service commencement Day 1 of stabilization phase for managed services (SAP, non-SAP, Service Desk, IT infrastructure)
I00% SLA met during service stabilization phase. This included SLAs for LI and L2 incident management for SAP, non-SAP, service desk and infrastructure support activities
The project consolidated three computer rooms into a state-of-the-art data center
First Time Fix (FTF) improved from 18% before transition to an average of 45% per month within 3 months of solution rollout
Implemented multiple channels for service requests (phone , e-mail, AppDynamics, chat tool)
Self-service capabilities introduced for end users

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The Watershed Moment

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