Experience Cases
Contract Lifecycle Management
Governance, Risk & Compliance
Digital Transformation
Proces Excellence
IT contingency plans and tests for regulated industries
Establishing contingency plans, RTO/RPO levels, and testing created robustness and compliance.
Challenge
Organizations in regulated industries operate under strict requirements for reliability and documentation. To minimize instability in the event of breakdowns or major incidents, it is crucial to be able to quickly handle business-critical applications and systems and ensure continued operation. At one customer, there was great potential in establishing a structured setup for prioritizing applications and systems as well as testing and handling critical breakdowns.
Role
Business Impact Analyses (BIA) were conducted to identify and prioritize the most important applications and systems based on their criticality. Acceptable RTO and RPO levels were established so that management and operations teams had clear benchmarks for recovery. On this basis, contingency plans were established so that roles, responsibilities and processes were clearly defined. In addition, processes for both desktop tests and real-life tests were implemented, with a set frequency, so that the organization was prepared for serious incidents.
Result
The organization achieved a higher degree of robustness and documented preparedness for breakdowns and crisis situations. The determination of RTO/RPO levels provided a concrete basis for prioritization, decision-making, and infrastructure requirements, while the tests created a sense of security for both management and operations teams.
Cloud Partner selection and governance setup
A structured RFI/RFP process ensured the selection of the right cloud partner and the establishment of governance.
Challenge
A pension provider was faced with having to change cloud partner and thus got an opportunity to lift their cloud setup to the next level. The organization wanted a mature and competent supplier who could strengthen governance, establish a solid cloud foundation and create a clear structure for future operations.
Role
The process of organising and managing the tender was supported in close cooperation with the pension provider. First, an RFI process was carried out, where several potential suppliers provided information about their services. Based on this, a shortlist was selected and the dialogue continued through a structured RFP process with workshops and clarifications. After several iterations, final offers were obtained, evaluated and compared, resulting in a qualified choice of supplier.
Result
The organization chose a partner with the right competencies to support the cloud journey, which created a stronger foundation for governance, operations, and future development.
Governance Model for NNIT
A single governance model gave NNIT a clear framework, enhanced maturity, and a consistent customer experience – regardless of the size of the engagement
Challenge
NNIT is one of Denmark’s largest IT service providers, with an organization structured around classic competence areas: sales, service delivery, projects, development, and operations. To support large and complex customer engagements, NNIT wanted to strengthen collaboration across units and create a more cohesive model. Customer agreements varied significantly in both scope and content, which presented an opportunity to introduce shared governance, clearer roles, and more transparent accountability. At the same time, the infrastructure and development business areas needed to be brought closer together in one integrated approach to ensure both scalability and consistent delivery.
Role
A unified governance model was designed and implemented, scalable from smaller customers to the largest engagements. The model clarified roles and responsibilities across the organization and established a consistent approach to delivery. Around 700 employees and managers were trained in the new governance model, ensuring shared understanding and organizational anchoring throughout NNIT.
Result
With the governance model, NNIT gained a clear framework that enhanced maturity and collaboration across the organization. Initiatives became more focused, and processes were gradually further standardized and streamlined. At the same time, the infrastructure and development businesses were brought together in one model, making cross-functional collaboration easier and enabling delivery as a single, unified organization. For customers, this meant a consistent and professional experience, with NNIT perceived as one integrated entity rather than separate silos.
Process optimization in global IT organization
Automation of communication flows and new case closure rules reduced backlog and improved user satisfaction.
Challenge
An international IT service provider wanted to reduce increasing backlogs on Incidents and Service Requests and create a smoother case management. The goal was to ensure that inquiries were handled in a timely manner and with ongoing communication, so that both customers and employees had a more efficient and satisfying experience.
Role
An analysis of the situation was carried out with a data-driven approach, interviews and reporting. The analysis indicated that the communication flow with the end users was too manual, time-consuming and inconsistent. End-users often did not respond back, making it difficult to close or clarify cases.
New rules and flows were defined for how communication with end users should be handled – including how cases could be put on hold or closed. The rules were agreed with the customers and incorporated into the contracts. Next, the new flows were implemented in the ITSM systems, so that the handling was automated. Thus, the status of cases was automatically updated or closed depending on the dialogue with the end users.
Result
The initiative resulted in a significant reduction in backlog, improved SLAs and KPIs, and higher user satisfaction. The organization got a more efficient process setup, where both customers and employees experienced clearer communication and faster case resolution.