The Challenge
In 2005, Unilever embarked on a journey to transform its Global IT organisations from a largely in-house capability to a multi-vendor outsource model spanning network, hosting and operations, service desk, end user services and application management.
In preparation for a sourcing program of this scale, Unilever wanted to transform its global Service Management model to an standard ITIL based framework which would provide a solid platform and drive consistency across all outsourced services.
The ambitious transformation covered all Unilever regions and involved the implementation of processes, a new Global Service Management tool and organisational change management impacting over 1,000 staff.
Resulting Solution
As part of a HP-led program, Resulting provided independent advisory services, playing a key role within the Unilever team. Our remit was to provide 'challenge and review' to the HP designed ITIL process framework to ensure that the processes and subsequent Service Management tool implementation was fit for purpose.
Our team provided direct support and coaching of the Unilever Service Management team, ensuring the correct balance between 'best practice' and 'practically best' processes and methods were implemented.
Resulting led the Global process QA for incident and problem management including organisational change management across all regions and encompassing the multilingual European Service Desk. Resulting also led the requirements management, testing and implementation planning for Unilever's global Remedy implementation.
Resulting remained involved after the project go-live, ensuring that new outsourced supplier ways of working were aligned with the new ITIL model - challenging contractual scope and remits to ensure consistency.
We also coached European ITIL process owners through the first six months of process operations, running an ITIL process 'get fit' program to ensure KPI performance improvement across a period of change and challenge.
Benefits Delivered
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Delivered independent QA of global ITIL process design to ensure fit-for-purpose implementation across regions
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Provided critical oversight and planning for the global Remedy rollout
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Strengthened Unilever’s internal capability through coaching and knowledge transfer to Service Management teams
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Ensured supplier alignment with ITIL ways of working post-transition, challenging scope to protect consistency and value
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Improved early-stage KPI performance through a hands-on ITIL ‘get fit’ program supporting process owners and service desks
