Transforming Global IT Service Delivery for a Fortune 500 Leader

A Fortune 500 global engineering firm encountered critical challenges with its current managed outsource providers.

Industry Challenge

Our client, a Fortune 500 global engineering firm with a workforce of over 50,000 employees servicing more than 150 countries, encountered critical challenges with its current managed outsource providers. Service degradation, unmanaged cost control, gaps in contractual service coverage, and misalignment with core business goals were among the primary concerns. These issues resulted in growing internal frustration and highlighted the urgent need for a transformative shift in IT service delivery.

Executive Summary

Acacia Advisors were engaged to lead the transition, which spanned multiple execution phases over an eight-month period. Acacia coordinated strategic planning between the client and MSPs, built out a three-tier transition governance framework, managed risk mitigation efforts, implemented a new ITSM system, and ensured proactive stakeholder communication. All contractual transition objectives were met, with minimal disruption to ongoing operations and the end-user experience.

Operational Outcomes:

Enhanced automation, agility, and service quality
Expertise delivered in core operational areas
Operational excellence driven and improved
Cost stewardship strengthened

Strategic Outcomes:

Established a strategic partnership with the new MSP
Aligned IT services with broader business goals
Ensured transparent and proactive communication

Acacia Approach

On-Time Delivery: All transition milestones and go-live phases were completed within the targeted eight-month timeline, ensuring continuity of operations and avoiding business disruption.

Multiple MSPs supporting IT application development and support, infrastructure and, call center operations, and onsite end-user services
Inconsistent and fragmented service delivery
Lack of transparency in IT service reporting and CMDB accuracy
No strategic alignment of IT services level agreements not being met
Lack of consistent service governance

Seamless transition to a single, strategic MSP
Improved operational inefficiencies, service quality, and agility
Implementation of a new ITSM platform with ServiceNow
Establishment of robust service governance
More aligned and meaningful SLAs
Phased go-lives across domains, achieving steady state within eight months

Managing and orchestrating over nine IT domains
Coordinating operations across more than 150 countries
Supporting a global workforce of over 50,000 employees

On-Time Delivery: All transition milestones and go-live phases were completed within the targeted eight-month timeline, ensuring continuity of operations and avoiding business disruption.
Risk & Issue Management: Proactive identification and resolution of risks and issues throughout the transition enabled a smooth handover across all IT domains.
Stakeholder Engagement: Transparent and consistent communication with global stakeholders fostered alignment, trust, and readiness throughout the transition journey.
ITSM Implementation: A modern IT Service Management (ITSM) platform, ServiceNow, was successfully deployed as part of the transition. The implementation included a comprehensive Configuration Management Database (CMDB), which significantly enhanced service automation, increased visibility, and improved overall operational efficiency within the IT environment.
Automation & Monitoring: A modern IT Service Management (ITSM) platform, ServiceNow, was successfully deployed as part of the transition. The implementation included a comprehensive Configuration Management Database (CMDB), which significantly enhanced service automation, increased visibility, and improved overall operational efficiency within the IT environment
Service Governance: A robust governance framework was established, including SLA baselines, performance reviews, and vendor management protocols, to ensure long-term service quality and continuous improvement.

Stabilization & Service Governance

Strategic Execution and Leadership Impact

The transition from the incumbent Managed Service Provider (MSP) to a strategic partner was executed with precision and agility. Under the guidance of Acacia Advisors, the client successfully modernized IT service delivery, reduced operational complexity, and aligned technology operations with overarching business strategy.

Governance, ROperational Improvements and Early Outcomes isk & Compliance (GRC)

In the initial months following the transition, the client experienced significant improvements in IT operations. Outages were minimized, ticket request turnaround times improved, and proactive monitoring led to a reduction in incidents. These operational enhancements ensured continuity of service and provided a stable foundation for future growth.

Foundation for Scalable Growth and Excellence

The groundwork established during this transition supports scalable growth, enhances user experience, and sustains operational excellence. The client is now well-positioned for continued advancements, including future automation and AI initiatives.

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