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Service Management

Bridging business priorities with value

ETS Maturity Assessment and Roadmap

Client Objective

Overcoming gaps in the road. A biotech company was looking to connect IT with the company’s business drivers and maximize service quality and performance to better support key business priorities. As part of the modernization effort, they were looking for a partner to create a strategic roadmap, determine the current and future state of the IT org, identify gaps and provide remediation recommendations that could withstand the toughest business requirements.

Unique Challenge

Maturing infrastructure. The client had an overwhelming number of areas that needed to be assessed for maturity. From IT service management​ to identity access management to IT onboarding to communication (AV, telephony, email, chat)​ to even their aging infrastructure (network, systems, storage, monitoring)—the list was long, and their internal teams were short on bandwidth.

Unify Solution

Adding structure and vision.Over the course of a 12-week engagement, Unify interviewed 30 stakeholders, assessed the company’s maturity against a CMM industry standard, captured initial observations grouped by common themes, introduced best practices, developed 25 actionable initiatives prioritized using client-approved decision criteria, and aligned stakeholders. The Unifiers constructed an 18-month roadmap to drive operational efficiencies and maximize IT’s value to the business.

Proven Impact

Built for the future. Thanks to Unify, the client has maximized their Enterprise Technology Services (ETS) value to the business. They’ve aligned their ETS priorities with business priorities​ and optimized their service and project delivery​. Their new streamlined processes have improved their quality of service​. And with increased visibility into approved projects, current initiatives and future investments—the client has a strong foundation for wherever tomorrow leads.

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