Contractual shortcomings in a telecom SLA prevented smooth IT service delivery; Qudits defined and resolved seven fields of action through structured workshops with all parties.
Situation
There are contractual shortcomings in the service level agreement with a supplier (telecommunication), which means that IT services cannot be used smoothly and that the use of additional services results in additional costs for the cantonal office.
Solution
Planning and coordination of the project to resolve technical and organizational friction points. To this end, seven fields of action are defined, and a workshop is held for each field of action in order to define measures with the responsible parties (supplier and customer) and implement them.
Impact
All IT services are once again smoothly available to the canton's employees. The contractual situation is fully regulated, and the costs are within the specified budget. A service manual has been created to clearly regulate the rights and responsibilities of all parties.
Qudits’ role: Project manager | Stakeholder manager | Service manager
Facts & Figures
- 8,000 employees affected
- 20 stakeholders
- Contract duration of 4 years