2020 ANNUAL REVIEW

Multi-Cloud Operations:

ISG Lifts Elevator Company to the Cloud

After ISG helped a leading global manufacturer navigate a divestiture, one of the client’s spinoff companies turned to ISG for help optimizing their new, standalone IT environment. The company, one of the world’s largest global manufacturers of elevators and escalators, wanted their new technology environment to enable business agility, decrease time-to-market, support new services, and increase efficiency, scalability and flexibility. They recognized a multi-cloud, as-a-service IT delivery model would support their vision, but getting there would require revamping their entire partner ecosystem and renovating their legacy IT architectures and operating model.

Guided by the ISG NEXT solution and delivery model, ISG eliminated service line delivery silos by bringing its digital strategy, transformation, sourcing and transaction experts to the table to formulate the target IT environment and define the new IT operating model and associated partner ecosystem to operationalize and scale the desired capabilities.

By bringing the right team together at the beginning of the engagement—and keeping them together through the ongoing work—ISG delivered a smart hosting and cloud strategy that guides the entirety of the client’s sourcing and transformation efforts. ISG’s brand and credibility with the client, along with its revenue growth opportunities, have increased substantially, and the client has the foundation it needs to continue its digital transformation.

Shafqat Azim, partner: “ISG NEXT has eliminated the potential for intra-team tension and freed up senior resources to do important, client-facing work. Focusing on integrated delivery has resulted in more than a million dollars on one initiative, with substantial opportunity for growth.”

Digital Backbone::

ISG Digs Deep with Global Mining Company

A global team of more than 50 ISG colleagues has been delivering success for one of the world’s largest mining companies since 2016. With multiple engagements across nine ISG service lines, this growing client relationship underscores the strength of ISG’s value proposition, and, in many ways, has served as an inspiration for the ISG NEXT model.

The recent implementation of a large service integration and management transformation program is the latest in a string of engagements that have covered strategy, research, sourcing, network and software advisory, benchmarking, organization change management and target operating model delivery.

The breadth of expertise needed for these engagements required a true team effort from ISG colleagues worldwide – an integrated delivery approach that has now been formalized under ISG NEXT. Having helped formulate a high-level digital strategy, while building a multimillion-dollar relationship and establishing the client as the largest in ISG’s Australia/New Zealand portfolio, ISG is bringing a global point of view to how the emerging digital backbone should support the future workplace.

The result so far is expressed best by the client, who recently said 2020 was one of the best years yet for ISG service delivery and output, with team members providing true advisory support.

Michael Woodley, partner: “Good work begets more good work. The willingness to do almost anything to help a client has always been part of the ISG culture; now it is a formal part of the ISG operating model.”

Agile Ops:

ISG Blends IT and Business for CPG Company

When a large, international food and beverage company issued a tender for IT consulting services and transformation support over the winter holidays, with a deadline of less than a week, a multinational ISG team pulled colleagues back from vacation to develop a convincing proposal with three days to spare.

In a true spirit of collaboration, team members from the Netherlands, France and Germany, working late nights and weekends, leveraged the ISG NEXT model to devise a cross-border, cross-business strategy for a new application management layer between the business and IT. Their efforts paid off when the client awarded ISG the business.

The engagement calls for ISG to establish a business case baseline, commercially evaluate provider responses, advise the transaction, and support the subsequent transition to an agile operating model. Just as importantly, the global nature of the pursuit and the delivery team matches the global culture at the client, and the win bolsters trust across borders, sales and solutions teams.

Even ISG’s comparatively higher bid didn’t dissuade the client, which was convinced ISG fulfills all their requirements and will guarantee program success. Plans to launch additional applications in other markets offer opportunities for follow-up business.

Anna Medkouri, service line director: “This win boosts our momentum with this client and moves us closer to our financial goals for the account. Before ISG NEXT, we would not have had the organizational structure in place to reach across regional and business lines for support. With ISG NEXT, the sky’s the limit.”