Upgrade of IT infrastructure service delivery model

Initial situation

  • Europe’s leading data center provider is managing its IT infrastructure services via E-mail, Excel, telephone and an ITSM tool
  • Regular SLA violations and loss of quality due to outdated design standards, inconsistent responsibilities, and poor resource management system
  • Inability to provide customers with binding delivery times and status due to lack of standards, processes as well as prioritizations during the delivery process


  • Establishment of best practise design standards, coupled with a streamlined delivery process

  • Implementation of both, delivery SLAs and an online request portal for the service catalog

  • Establishing a wholesome Quality of Service process through monthly CIO review meetings with the customers

  • 25% improvement in average delivery times

  • 14% cost efficiency for delivery costs