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OVO Energy leverages Stott and May Consulting for ITSM evolution

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40

days to deliver

19%

reduction in warranty fraud costs

60

days to achieve full ROI

Customer

Ovo Energy

 

Headquarters

Bristol, UK

 

Industry

Energy

 

Employees

5,000+

The challenge

Ovo Energy’s Colleague Tech Services department faced a significant challenge with their existing state of IT service management. They needed a partner to conduct a thorough gap analysis, providing an SME approach to best practices in the future. The internal capability was light on service architecture and e2e process management of their current capabilities.

Star Rating Consulting

"We engaged Stott and May Consulting due to their understanding, approach and competence within the ITSM space..."

"Their pragmatic approach focused on service architecture and end-to-end process management of current capabilities. The SMEs provided came from seasoned backgrounds, working with a variety of stakeholders and environments. This approach helped with our complex (Agile) structure and working methods. Their work allowed us to implement an optimal way of working and define a new roadmap that could be implemented across the business unit and, therefore, throughout the organisation."

Head of Technical Operations
Ovo Energy

The proposed solution

Stott and May Consulting proposed facilitating ITSM education throughout the business unit, with extensive stakeholder workshops to gather requirements; topics included defining ITSM and its current applications across functions. We would then cocument workshop findings to incorporate identified ITSM training needs. Then finally, review existing service design, transition practices, and other ITIL methods to pinpoint gaps and improvement areas, to develop a scalable roadmap and present maturity assessments.

The project team

Specialised ITSM expertise, including design and analyst capabilities, complemented the FTE makeup. Key skills in service architecture, stakeholder management, and business/technical translation were vital.

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The results

We successfully engaged the business with new processes defined for ITSM. A comprehensive gap analysis highlighted areas for improvement while guiding the business unit on the ‘journey’ of service management evolution within the organisation. As a result of the seamless stakeholder workshops implemented, a newly defined roadmap was executed later in the engagement.