Multi-Vendor Governance for Global IT Services Delivery

This hi-technology client is in the transition to a lean IT organization leveraging multiple global services providers for IT Infrastructure services, IT applications development and support services, and telecom services.

The as-is IT environment consisted of a global helpdesk tool (BMC Remedy), a few internal "home-grown" applications for applications monitoring and metrics reporting, and a regionally deployed project portfolio management tool (HP PPM).

The Challenge

With a focus on cost-cutting while improving services delivery, ongoing support and maintenance for existing tools was a challenge, and extending existing tools to support multi-vendor governance was simply too cost prohibitive.

Furthermore, several of the processes defined by the ITIL initiative, were not supported via automation, making adoption, measurement and improvement a problem area.

The Solution

Enlighta ITIL suite was selected after a thorough analysis of alternative approaches. Within less than 14 weeks start of the engagement, the Enlighta ITIL suite was adoped across the enterprise for services-desk, change management across multiple global services providers. Existing applications monitoring tools were integrated with Enlighta for a bi-directional interface. While BMC Remedy was still retained as the global helpdesk tool, the metrics the helpdesk were aggregated and reported via the Enlighta ITIL suite. Work-handoffs between providers and retained teams were seamlessly supported via process automation.

The existing contracts were modeled in Enlighta, enabling service level agreements (SLAs) and operational level agreements (OLAs) to be monitored and reported. Additional metrics such as attrition, headcount, spend, were tracked and reported.

Innovation, support for on-boarding and off-boarding processes, quarterly business reviews (QBRs) were also fully supported by the ITIL suite.

The Results

In the first six months of deployment of the solution, the client had a return on the investment via reduced cost of internal tool support, reduced cost of governance and improved automation and integration of ITIL processes.


 Enlighta has proven to be a powerful solution for enabling efficient outsourcing governance. The support provided both during and since implementation has been outstanding. 

Project Manager, F100 Financial Services