Major data center consolidation

Helped a major IT organization through the consolidation of multiple division data centers into a central data center operation.  The transition was accomplished following the ITIL service management framework.  McNeil & Associates provided the maturity assessment of the organization’s IT delivery and support processes.  Based upon this assessment the data center organization initiated, through leadership and consulting provided by McNeil & Associates, their first:

• IT Services Catalog.
• IT Financial Management processes for IT Service Costing.
• Service Level Agreements between company divisions and the IT data center operations.
• Operating Level Agreements between IT functions.

Merger of insurance companies

Provided the leadership and direction to a client acquisition integration team charged with establishing the combined distributed computing systems procurement and support capability for a 12,000 employee organization resulting from the merger of two large insurance companies. 

The consolidation efforts resulted in a single vendor providing product and maintenance support services instead of three, reduced the combined client and vendor procurement and installation staff from 22 to 6, transitioned from one product vendor to another without missing an order or creating any adverse effects on the procurement and delivery performance, and reduced the desktop and laptop systems delivery, installation and maintenance services cost by 15%.  The transition efforts included: 

• Creating a Request for Quote for product procurement and systems support. Managing the vendor selection process, criteria, evaluation, and recommendation.
• Negotiating the contract terms, conditions, and pricing.
• Incorporating Service Level Agreements and Customer Satisfaction goals related to each procurement and support service.
• Building and operating a parallel product order processing and delivery capability while one vendor ramped up and one phased out.
• Selecting the Service Management System most suited to the support requirements of the combined organization.
• Defining, documenting and implementing the service desk and incident management processes of the client and selected service vendor.
• Creating the performance management reporting formats and contents for weekly, monthly and long term reporting.

Developed a key performance indicator program for the Logistics department of a Service & Support field service organization of a major computer equipment manufacturer. McNeil & Associates defined the indicators, benchmarked those against industry logistics performance, computed past history of company performance and plotted performance over a period of five years with periodic reviews. High logistics performance was mandatory to support a field service force with a contracted service level agreement with the customer.

Developed the basis for obsolescence by reviewing the current inventory with regard to age of the SKU in inventory, the forecast quantity, the required safety stock, distribution stock point inventory, and other factors.