To reduce costs, Sanquin has outsourced the IT services to an external provider. “But we did not foresee that we would lose control over our servicep roces” explains Paul Swart, project manager. “The influence that we had on the control and with that on the overall quality of the IT service came under pressure. Which led to an unbalanced situation between the sourcer, internal staff and the enduser. End users had the feeling that their requests ended up in a big black box”. Sanquin needed a solution that could provide transparency as well as govern the agreements between the internal IT staff and the sourcer. Basically, they wanted to stop the arguing over service level agreements. For all parties involved it was frustrating and there was a clear need for one single source of registration of all tickets. This would be the basis for getting back in control and get insight in the performance and monitoring of the SLA’s. In addition, they wanted to improve efficiency and harmonize processes between the different departments, leading Sanquin to the decision to look for a partner to help them achieve these goals and improve end user satisfaction.
Business Need: To reduce costs, Sanquin has outsourced the IT services to an external provider. “But we did not foresee that we would lose control over our servicep roces” explains Paul Swart, project manager. “The influence that we had on the control and with that on the overall quality of the IT service came under pressure. Which led to an unbalanced situation between the sourcer, internal staff and the enduser. End users had the feeling that their requests ended up in a big black box”. Sanquin needed a solution that could provide transparency as well as govern the agreements between the internal IT staff and the sourcer. Basically, they wanted to stop the arguing over service level agreements. For all parties involved it was frustrating and there was a clear need for one single source of registration of all tickets. This would be the basis for getting back in control and get insight in the performance and monitoring of the SLA’s. In addition, they wanted to improve efficiency and harmonize processes between the different departments, leading Sanquin to the decision to look for a partner to help them achieve these goals and improve end user satisfaction.
Solution: The main goal for Sanquin is to proactively manage the outsourcing contract. Instead of waiting for the external supplier to send an invoice, having governance over the SLA process in our own hands and with that knowing the impact on the business processes. This change will lead to a more transparent IT service process, higher customer satisfaction and an improved service delivery. Paul Swart: “End users should have confidence in the process and matters that we take over with the system instead of finding alternative ways to getting things done. We work with highly qualified specialists with a lot of autonomy and a system should support this”. In first instance, Sanquin was looking for a system with many possibilities for entry points into the system such as process, function, person etc. Moreover, data separation and multitenancy were key. In order to come to a decision, Sanquin invited two organizations for a proof of concept. “The structured approach of Mansystems to define the hole situation and demonstrating leadership for the end result set them apart from the other vendor. It shows that they have service management in their DNA and their professionalism and expertise made Mansystems the company to work with”, says Paul Swart”.
Results: Mansystems implemented the ExpertDesk application whereupon the outsourcing contract was modeled and integrated into the tool. Sanquin can now monitor and manage the SLA’s and regained control over its business processes. They went from reactive to proactive and perhaps even more important: the end-user regained confidence and customer satisfaction increased substantially.