Case Study

Case Study: Xchanging's Strategic Implementation Of Business Service Management

Lessons Learned In Successfully Deploying BSM In A Fast-Growing Enterprise

December 7th, 2010
Jean-Pierre Garbani, null
Jean-Pierre Garbani
With contributors:
Eric Chi , Robert Whiteley III

Summary

Xchanging uses a unique "enterprise partnership" model whereby Xchanging creates a jointly owned company with the partner organization. The resources and assets from the partner are transferred into the enterprise partnership as the basis for creating a commercial business processing platform that provides services to the partner as well as adds third-party business. This turns the partner's cost center into a profit center. The resulting profits are shared between Xchanging and its partners. IT plays a central role in this model. To achieve its IT efficiency goals, Xchanging's infrastructure and operations (I&O) team turned to BMC Software to create a strategic business service management (BSM) platform to evolve its IT service management strategy to be more customer-focused. Xchanging took a methodical four-phase approach to successfully implement BSM. The result? Xchanging was able to: 1) proactively manage problems and incidents; 2) communicate in business terms both internally and externally to IT; and 3) quickly add new customers and expand services for existing ones.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.