€6 bn International Supply Chain Management Company.

Reviewing the operating model of a software development centre and recommending improvements.

Cogitant was commissioned by the Group CIO to conduct a review of a 70-strong US-based software development and support centre that had suffered operational difficulties. The scope covered all aspects of the operating model within and surrounding the centre, including:

• Operational and governance processes
• Organisational design
• Roles and responsibilities
• Team culture
• Staff capabilities.

Mike conducted the review via a series of structured on-site workshops and 1:1 interviews with staff, using ITIL v3 as a reference model. He delivered a report detailing findings including strengths, successes and challenge areas, along with an assessment of process gaps and maturity . He presented the key findings and recommendations for improvements to the CIO and senior management.