Insurance Sector – Rescuing a Global Insurance Organization from the perils of a ‘Managed’ Service
A small team of two technical authors, two process analysts, an ITIL expert and a team lead set upon the task of re-defining the operational procedures in collaboration with a handful of selected individuals from the outsourcer’s team. All aspects of the operation were challenged and streamlined over the course of eight weeks from incident/problem management to change control procedures, escalation, reporting and operational acceptance processes. The outsourcer’s staff were stakeholders in the process to produce streamline, usable documentation and processes that cut through previous levels of bureaucracy and red-tape with full buy-in from management who could see how reducing overhead need not compromise integrity.
The audit went ahead and the firm in question passed albeit with significant action items specifically relating to historical operating practices.