IT Solutions & Services

Quick Reference

Expense Reduction Analysts Quick Reference2

About IT Solutions & Services 3Managing Consultants 4IT Health Check 5Strategic Services 6IT Governance & Strategy Review 8IT Strategy Development 9IT Policy Development & Audit 10IT Service Support Review 11IT Service Availability and Continuity Review 12

IT Director Service 13Procurement & Delivery Services 14IT Situation Report 16IT Solution Procurement 17IT Service Procurement 18IT Solution Delivery 20Supplier Management 21Funding IT Solutions and Services projects 22Accelerate savings and efficiencies 23

About IT Solutions & Services Expense Reduction Analysts 3

ITSS helps its clients evaluate theeffectiveness, associated risks and valuefor money of current IT solutions andservices and identifies opportunities forimprovement. We help clients eliminatewaste, manage IT related business risk,operate to best practice and build andevaluate business cases for change.

Once a decision is made to procure a new IT solution or service ITSS can manage thatprocurement for the client, working with theirteam to ensure requirements are agreed andspecified. Expense Reduction Analysts thenuses its extensive knowledge of the ITSolutions and Services market to identifycapable suppliers and include them in theprocurement process.

We run the procurement process in line withbest practice and in line with any existingprocurement guidelines within the client

Expense Reduction Analysts IT Solutions and Services(ITSS) provides strategic IT services to ExpenseReduction Analysts’ clients and delivers effectivestrategies and policies for the use of InformationTechnology within their businesses.

About ExpenseReduction Analysts

IT Solutions & Services

organisation (e.g. OJEU). ITSS uses its skills,market knowledge and leverage to negotiatethe best possible contract on the client’sbehalf.

Once a new IT solution or service is procuredITSS can provide the expertise for client sideproject management of delivery, working withthe supplier and client staff to ensure projectsare properly planned, managed and controlledthrough to implementation. Finally ITSS canhelp monitor and manage the delivery of theexpected business benefits of the solution orservice.

ITSS is managed by Michael Hully and ChrisBrown. Michael has previously directed IT for an Irish PLC and been a ManagingDirector within an international IT Solutionsand Services group, whilst Chris has directed IT for both a leading e-gaming company and a national public transport company.

Expense Reduction Analysts Managing Consultants4

ManagingConsultants

Michael HullyA highly qualified business professional with 25 years analysing, developing, procuring and delivering IT business solutions. Director level experience in both a leading IT Solutions and Services vendor and a manufacturing Plc.

Qualifications and Areas of Experience• BSc in Computer Science and MBA qualified• 25 years in the field of selling, building and

delivering IT solutions and related businesschange processes

• 5 years directing Processes & IT for an Irish PLC• 10 years at Board level in an international IT

Solutions and services group• 10 years in Project Management, Quality

Management, Systems Analysis and Software Development for one of the largest IT Solutions and Services companies in the UK.

Chris BrownAn entrepreneurial business professional with30 years experience of delivering cutting edgeIT solutions in the travel and gaming industries.With director level experience of analysingproblems and delivering solutions in both onlineand offline environments in the UK and Europe.

Qualifications and Areas of Experience• BA in Business and Transport• 30 years of building and delivering IT solutions

and managing the related business change• 10 years directing IT and Telesales for a major

division of a UK PLC• 6 years at Board level in an international

online and offline gaming group• 3 years delivering profound business change

for a legacy gambling business; moving theproduct portfolio online and fundamentallyredefining the future IT strategy

ExpertiseExperience in a wide range of sectors including Manufacturing, Retailing, Wholesale & Distribution,Transport, Betting and Gaming, Financial Services, Local Government and Professional services inboth online and offline environments.

Michael Hully Chris Brown

Services offered• IT service availability and continuity

planning review• Online marketing and strategy audit• IT service support review• IT departmental structure and process audit

• IT Strategy development• IT policy and governance consultancy• IT solution procurement & negotiation• IT services outsourcing consultancy• Project Management & Troubleshooting

IT Health Check Expense Reduction Analysts 5

An initial health check from ExpenseReduction Analysts will give you an easy to understand assessment on how well your organisation is currently directing IT investment, delivering IT solutions,infrastructure and services to the business.

BenefitsKnow at a summary level how yourorganisation’s approach to IT comparesagainst best practice in the following areas:• Strategic management• Policies• Structure and skills• IT operational and financial management• Service delivery processes• Service support processes

Effective use of Information Technology is a criticalsuccess factor for almost every business. A businessthat is not leveraging IT in a way that best supports itscurrent operation and future strategy will fail to excel or may even fail to survive.

ProcessInterviews with a selection of key directors andmanagers in the business and inspection ofcurrent working documents and procedures.

DeliverableAn overview report comparing current practicewith best practice and recommendations asappropriate for organisational development.

IT Health Check

Expense Reduction Analysts Strategic Services6

Without effective IT governance that fully involves key business leaders, thebenefits offered through the use of IT will not be realised.

Ineffective or non existent policies increaserisk to the business from the mismanagementor misuse of IT.

ITSS helps client organisations align their IT decisionmaking to business strategy and business priorities. Ithelps them manage IT related business risk and achievebest value from their available IT budget.

A lack of strategic planning may place thebusiness at risk of failure in the event of amajor IT problem.

Without a clear understanding of the return generated by current IT investment any strategic planning decisions may be suboptimal.

Strategic Services

Services Offered

Governance and Strategy Review Implement effective forums, steeringprocesses and policies for managing ITstrategically

Strategy Development Align IT to business strategy, declareagreed priorities and direction for IT

Policy Development & Audit Develop policies on IT usage andmanagement and audit compliance

Service Support ReviewEnsure best value from the mix of internaland external support services

Service Availability & continuity review Know the real risk to your business as aresult of IT failure

IT Director service Have Director level IT steering on anongoing basis as needed

ITInfrastructures

IT Solutions& Tools

IT Service Support

IT Strategy

IT Governance & Policy

Strategic Services Expense Reduction Analysts 7

An organisation that does not have a clear direction forIT that firmly aligns investment priorities to businessstrategy will fail to maximise the opportunity that IToffers and waste valuable resources.

IT Governance & Strategy Review

Benefits• Identify how the current process of IT

strategic management and governance isviewed by the different stakeholder groups in the organisation

• Know how well current IT strategy is aligned to business strategy

• Know if director stewardship responsibilitiesare being fulfilled for IS&T

• Identify potential gaps in areas as such asbusiness continuity, information security and data protection.

ProcessThrough interviews with senior managementand staff and a review of existing businessstrategy, IT strategy and IT policy documentationagainst best practice, the IT strategy reviewcompiles a picture of the current situationidentifying gaps and making recommendationsfor improvement.

DeliverableA detailed IT strategy review report covering ITstrategy, IT steering, IT policies and governance,IT management control and reporting.

Without a clear process for gainingagreement and commitment within theorganisation it is likely that technologycentred business change initiatives willfail to deliver.

An IT Strategy review considers existingprocesses and structures within the ExpenseReduction Analysts client company forcompiling, agreeing and steering all aspects ofInformation Systems and Technology (IS&T)Strategy. It also reviews current policies andgovernance against good practice and thestewardship responsibilities of directors.

Expense Reduction Analysts IT Governance & Strategy Review8

An IT strategy review works with seniormanagement, Information Systems andTechnology (IS&T) staff and other relevantstakeholders to develop, agree andpublish an IT strategy that aligns with thecurrent needs and future direction ofthe organisation.

Benefits• Align IT strategy and focus to business

strategy• Set the direction and framework for future

IS&T decision making• Agreement on the direction and priorities

of IS&T

Without a detailed, published IT strategy an organisationwill often fail to consistently focus efforts and resourceon the right IT initiatives and will end up with a mix of systems and technologies that fail to fully supportthe business.

ProcessThrough interviews with senior managementand staff and a review of existing businessstrategy, IT strategy and IT policydocumentation against best practice, the ITstrategy review compiles a picture of thecurrent situation, identifies gaps and makesrecommendations for improvement.

DeliverableAn IT strategy document that comprises the following key elements:• Business strategy extracts • Systems delivery and technical strategies• IS&T key principles • Infrastructure & solutions architecture

overviews• IS&T steering processes • Current and planned projects• Vision and priorities for each function

and stake holder group• IT management processes

IT Strategy Development

IT Strategy Development Expense Reduction Analysts 9

Without a set of best practice based IT policies thatclearly set out the principles and way in which people inthe organisation are to procure, manage and use IT whathappens in practice will be at best inconsistent and atworst severely damaging to the business.

IT Policy Development & Audit

An IT policy development project workswith senior management, InformationSystems and Technology (IS&T) staff andother relevant stakeholders to develop,agree and publish a set of IT policies for the organisation. Expense ReductionAnalysts then provides an audit service to periodically check and report oncompliance.

Benefits• Direction provided to all staff on what is

acceptable use of IT• Clarity on responsibilities and accountabilities

for IT management and IT usage• Compliance with best practice on IT Security

Management and Data protection• Protect the organisation in the event of HR

disputes about misuse of IT• A guidance framework from which detailed

IT procedures can be developed

ProcessThrough interviews with senior managementand staff a set of IT policies are compiled,agreed and published for the organisation.Policies are developed with reference to theBS7799/ISO17799 standard for IT Securitypolicies. Audit records are defined and, ifrequired, Expense Reduction Analysts provides a periodic audit service that checksand reports on compliance.

DeliverableAn IT policy document that details theorganisation’s stance on all the main areas of IT usage and management (e.g. securinghardware, controlling access to information,internet usage). Defined audit records andprocesses.

Periodic audit reports documenting policycompliance and recommending any policychanges or corrective actions.

Expense Reduction Analysts IT Policy Development & Audit10

An IT Service support review evaluatescurrent IT service delivery and supportactivities within Expense Reduction Analystsclient companies against current industrybest practice.

Benefits• Independent assessment on the size and

structure of an internal IT department• Evaluation of current internal IT function

processes & tools against industry best practice• Independent assessment of key performance

indicators in place and related performance• Evaluation of current management processes

for external supply partners• Identification of potential areas for better

value through internal or external change

ProcessAn IT service support review engages with the company’s IT team, business users andexternal IT service partners to assess thestructures, resource levels, processes and

IT delivery and support is often a mysterious black box to many directors. Without an insight into whether thestructure and mix of internal IT staff and external ITpartners is optimal and whether IT services are beingmanaged in line with best practice, it is impossible to assessif improvements could be made or better value obtained.

performance measures against theorganisational needs of the company andindustry best practice in IT service delivery and support.

DeliverableA detailed IT service support review report thatbenchmarks performance against best practiceand recommends a development roadmap andkey performance indicators for IT service deliveryand support for the organisation.

IT Service Support Review

IT Service Support Review Expense Reduction Analysts 11

Without a clear understanding of the business risksinherent within the current IT architecture and theadequacy of plans to address those risks or recovershould the risk becomes reality directors are potentiallyfailing in their obligation to provide sound stewardshipof the business.

IT Service Availability andContinuity Review

An IT service availability and continuityplanning review helps ExpenseReduction Analysts clients uncover howresilient their business is to potentialfailures in IT services and if the capabilityto recover is in line with business need.

Benefits• Clearly identify where the risks are to

business operations from service failure• Identify opportunities for risk mitigation,

risk avoidance or risk transference• Know if current IS&T plans for continued

business continuity are adequate• Reduce business insurance through

demonstrable risk management

ProcessAn IT business availability and continuityplanning review engages businessstakeholders, IT team members, existing and potential IT service partners to:• Identify risks to IT services and their

business impact• Assess the likelihood of occurrence and

the risk priorities• Identify and cost proactive measures to

reduce the likelihood of IT failure• Assess plans for maintaining business

operation in the event of IT failure

DeliverableA detailed service availability and continuity report detailing current risks andidentifying opportunities for counteractingthese risks as well as an evaluationof the adequacy of current IT resilience and business continuity plans.

Expense Reduction Analysts IT Service Availability and Continuity Review12

Expense Reduction Analysts can offer IT Director level expertise to help guide a client’s business. This can be provided on a basis that suits the client. Forexample, attendance at scheduled boardmeetings or senior managementmeetings, a programmed annual or bi-annual review of status or a number of days per annum to call off as required.

Once the IT strategy for a business is defined andprogrammes of work are in place to deliver the strategythat is not the end game. Business changes, businessstrategy changes and IT strategy must reflect thesechanges. Also, the pace of change in InformationTechnology is rapid. It is essential that IT is representedat the top table in the organisation to make sure thatthe IT strategy remains current and effective.

Benefits• Director level expertise on an as required basis• Expertise used to bridging the gap between IT

and the business• Keep business strategy aligned with IT

strategy on an ongoing basis

ProcessAn Expense Reduction Analysts IT Consultant;• Agrees the support or review process and

period that meets your need• Provides support or completes review

assignments as agreed

DeliverableIT director level expertise made available toprovide strategic level input on an agreed basis.

IT Director Service

IT Director Service Expense Reduction Analysts 13

Expense Reduction Analysts Procurement & Delivery Services14

Without agreeing, documenting anddefining the business IT need poorbuying will result.

Without market knowledge and selectingthe right partner the best solution orservice will not be chosen

Without having professional projectmanagement on the client side chosensolutions may be implemented poorly.

Without close ongoing management ofsupply partners high levels of service andgood value for money will not continue.

ITSS helps organisations procure IT solutions that meetbusiness needs at the best possible price. It helps themeffectively manage implementation, realise businessbenefits and manage ongoing supplier partnerships.

Services Offered

Situation report A detailed view of how the businessbenefits from the current IT spend

Solution procurement Buy solutions that work for yourbusiness and achieve best value

Service procurement Partner with IT service vendors thatsupply the required service levels atthe best price

Solution delivery Client side project delivery and benefitsrealisation professionally managed

Supplier management Ongoing professional management of external supply partners

Procurement & Delivery Services

Procurement & Delivery Services Expense Reduction Analysts 15

Procurement & Delivery...

ITStrategy

Document the

position

Check ongoing service

deliveredIdentify

gapsDashboard

Management

Identify potential solutions

KPI reporting

Develop business

cases

Co-ordinate benefit delivery

Specifythe need

Manage supplier interface

Manage selection process

Co-ordinate client

resource

S

Current Position

Stage 1

Supp

lier M

anagement

Stage 6

Bene

fits

real

isat

ion

Stag

e 5

Stage 4

ImplementationStage 3

Procure the solution

Identify Opportunities

Stage 2

An IT situation report reviews the currentutilisation of IT within an organisation. Itidentifies what services are being providedand to which users, their criticality to thebusiness, their enabling components andrelated costs. It identifies where servicelevels are potentially under specified leadingto unacceptable business risk or overspecified giving opportunities for cost saving.

Benefits• Clarifies how IT expenditure is invested to

deliver and support IT software applications,and tools to business user groups

• Clarifies which expenditure is strategic,essential or discretionary

• Confirms the current IT components in useand which IT services they enable

• An evaluation of end user experience ofinternal and external IT support service levels

• Identifies potential need to increaseinvestment in capacity, availability, continuity(recovery from failure) or support services to reduce business risk

Without a clear and detailed picture of current IT spend,the level of IT service being delivered and the IT relatedrisks that currently exist, directors will fail to optimise ITexpenditure and take action to ensure that best in classIT services are delivered.

• Identifies potential cost reductionopportunities through downgrading capacity,availability or through supplier negotiation or market testing

ProcessThe Expense Reduction Analysts consultantengages with IT, finance, key business usersand external suppliers and analyses currentservice level agreements, supplier contractsand historical expenditure to build a picture of the current business need and usage of IT.

DeliverableAn IT situation report detailing current ITservices, enabling components and servicesand their costs. The report maps current IT service levels to current businessrequirements, identifies potential mismatchesand makes recommendations on costreduction opportunities and/or furtherinvestment.

IT Situation Report

16 Expense Reduction Analysts IT Situation Report

IT Solution Procurement Expense Reduction Analysts 17

ITSS helps client companies establish and manage effective project teamsto specify new IT solution requirements,engage with potential suppliers,objectively evaluate their product andservice offerings and negotiate soundsupply and service contracts.

Benefits• Select the IT solution that best meets the

your needs from an initially broad and oftenconfusing array of options

• Secure commitment and support from thekey personnel in your organisation throughinvolving them in a structured procurementproject

• Achieve transparency through clear scorecarding and evaluation of options.

• Comply with best procurement practice suchas that demanded by public procurementthrough the Official Journal of the EuropeanUnion (OJEU)

• Achieve the best possible value: deliver theessential service level while minimising costas a result of professional IS&T negotiation

Procuring a new IT solution must be done right firsttime. It may be hard to gain agreement on what isneeded, navigate through the myriad of availableoptions to find potential solutions and then gain thebest value possible.

ProcessWhere appropriate using PRINCE 2 (PRojects in a Controlled Environment) standards ourcertified practitioner consultant:• Discusses and agrees the scope and nature

of the solution or service• Produces and agrees project initiation

documentation with the client• Work with key stakeholders to document

and agree a request for proposal• Identifies potential solution providers• Manage the procurement process• Compile and agrees the procurement

scorecard• Co-ordinates marking of bids and produces

a recommendation report• Complete final negotiations and contracts

with successful suppliers

DeliverableA contracted new IT solution that meets theagreed needs of the business.

IT Solution Procurement

Procuring services from external IT vendors is abusiness critical activity. Whether it be systems analysis,development, testing, support or hosting services it isessential not only that the best price is obtained butalso that the suppliers have the necessary skills,resources, processes and customer service cultureneeded to supply the quality of service required.

IT Service Procurement

18 Expense Reduction Analysts IT Service Procurement

IT Service Procurement Expense Reduction Analysts 19

ITSS helps client companies find the right IT service partners at the best possibleprice and puts in place the necessary keyperformance indicators and reportingmechanisms ensuring that service contractsmeet agreed standards.

Benefits• Specify the right level of IT service for your

business• Engage with the suppliers that can deliver the

right service at the best value• Negotiate the best possible terms• Put in place the right ongoing contract

management processes

ProcessAn Expense Reduction Analysts consultant:• Agrees and documents the service need• Identifies a long list of potential solution

providers• Manages the procurement process• Co-ordinates marking of bids and produces

a recommendation report• Completes final negotiations and contracts

with successful suppliers• Puts in place the necessary key performance

indicators and contract managementprocesses

• Manages contract compliance throughout the engagement period

DeliverableA contracted new IT Service that meets theagreed needs of the business.

ITSS provides project managementexpertise to help client companiesprofessionally manage their resourcesduring the delivery of an IT solution.Post implementation Expense ReductionAnalysts helps drive out the expectedbenefits of an IT Solution by liaising withstakeholders, defining and monitoringperformance indicators and escalating asnecessary to the project sponsor.

Benefits• Professional planning and management of

client side project resource• Monitoring of overall supplier performance

against contract• Client interests fully represented on issues of

change management and contract variation• Visibility to senior client management of

ongoing progress and timely escalation ofrisk and issues

When an IT solution is contracted it is essential that bothproject and benefits delivery is professionally managed.While it is expected that a supplier will provide goodproject management, an essential component of success is client side project management that monitors supplierdelivery, manages contractual variations, marshals clientside resources and keeps project sponsors informed.

• Professional management of benefitsrealisation post implement

ProcessAn Expense Reduction Analysts Consultant;• Sets and agrees the project management

processes and governance• Works with the Supplier Project Manager

and client stake holders to formulate anddeliver on implementation plans that workfor the business

• Produces regular progress reports andescalates issues

• Identifies and manages resolution of changeand risk management issues

• Identifies KPIs for benefits realisation andworks with stake holders to ensure expectedbenefits are delivered

DeliverableA well managed IT solution delivery projectand a visible benefits realisation programme.

IT Solution Delivery

Expense Reduction Analysts IT Solution Delivery20

Supplier Management Expense Reduction Analysts 21

ITSS provides the necessary expertise to liaise with both client side serviceusers and the supplier to ensure that theservice operation meets the business need.

Benefits• Proper definition and management of key

performance indicators• Service issues and risks professionally managed• Ongoing visibility of service performance

to senior client management• Continued validation that the service meets

current business need

When an IT service contract is in place there will be a needto ensure that the service being delivered is effective, as contracted and continues to meet the business need.

ProcessAn Expense Reduction Analysts consultant;• Agrees appropriate processes and

deliverables for each IT supplier• Periodically reviews KPIs with both key

client stake holders and the supplier• Chairs supplier review meetings and agrees

actions• Produces regular supplier performance

reports for senior management• Acts as an escalation point for supplier

contractual issues

DeliverableA well managed IT supplier base with strongeffective partnerships.

Supplier Management

Through innovative commercialagreements it enables them to share theinvestment risk of IT initiatives and beconfident that consultancy effort is 100%focused on maximising bottom line returns.

• Initial exploratory engagements can often beprovided at reduced rates

• Partial benefit share or 100% pay by resultsarrangements are often possible

ITSS enables organisations to immediately identify andpush forward IT enabled business improvements whilstkeeping within existing revenue budgets.

• Existing clients can draw on future savingsstreams from their supply side ExpenseReduction Analysts Profit ImprovementProgramme to immediately fund ITSS services

In the example below the client takes advantageof our shared savings opportunity and with no up front investment a cost reductionprogramme on supplied goods and servicesgenerates savings. These savings are then partlyused by ITSS to help the client identify andprocure IT solutions and services to drive furtheroperational efficiencies and savings.

Funding IT Solutions and Services projects

Keep within revenue budget

Expense Reduction Analysts Funding IT Solutions and Services projects22

300,000

250,000

200,000

150,000

100,000

50,000

0Q1 Q3 Q5 Q7 Q9 Q11 Q13

Budget expenses Actual expenses with Expense Reduction Analysts

Actual expenses with ITSS

Q15

23

Expense Reduction Analysts clients alreadyenjoying operational savings from ProfitImprovement Programmes have theopportunity through IT Solutions and Services to immediately leverage those savings to drive further operationalsavings, increased revenues or serviceimprovements.

In the example below the Expense ReductionAnalysts client reinvested savings to identifyand then implement IT solutions that resultedin accelerated savings over the medium andlong term.

Accelerate savings through IT solutions and services investment

Existing Expense Reduction Analysts clients can moveforward now to improve their business.

Accelerate savings and efficiencies

800,000

600,000

400,000

200,000

0

-200,000Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15 Q16

Cumulative supply savings with Expense Reduction Analysts

Cumulative supplysavings with ITSS

Cumulative total Expense Reduction Analysts savings

Accelerate savings and efficiencies Expense Reduction Analysts

Expense ReductionAnalysts

find extra profit

www.expense-reduction.co.uk

For more information UK: 0845 519 9021Ireland: 048 90 292759

Email: itss@erauk.net