This company is a very large financial services company that had outsourced key business processes looking to reduce their overall IT spend and an increase In performance in the following areas:

 Network Management
 Application Hosting
 Application Management

As part of the Service Level Agreements with each Vendor, the company was
to be provided monthly reports that detailed the Vendor’s performance
against the level of service committed to within theSLA.

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	Each Vendor was reporting performance in their own way
	Vendors would always report their performance in the best possible light
	The Vendors reporting was being provided two weeks after the reporting period
	When under performance did occur, they spent a large amount of time arguing with the Vendors to determine the level of the associated performance penalties that should be charged to the Vendor
	The reporting being provided was not detailed enough to understand if the company was within or out of compliance to the financial industries many regulatory issues
	The company could not indentify if they were receiving the expected ROI on any of their outsourced relationships

The company brought in the Oblicore Guarantee to automate the Service Level Management and Reporting process for all of the companies IT Vendors.  They implemented the solution in phases:

Phase One – Manage Suppliers Performance

Because the company doubted the accuracy and veracity of the monthly reports they were being provided, they needed to be able to have they own view of their Vendors performance.

Phase Two – Aligning Suppliers with Internal Commitments

The company then went on to marry the SLA commitments with their Vendors to those of their internal
Operational Level Agreements with their business units and the SLAs that they had with their external
customers. This allowed them to understand the performance impact of their Vendors missing their
service level commitments on their internal and external customers.

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	One of their Vendors had been misreporting their performance for the complete year. The company was able to reconcile performance penalties in excess of $3.2 Million Dollars
	With the system in place, the company was able to reduce the headcount of the team needed to manage their IT Vendors by 3 full time people. The financial savings was close to $400K per year
	They now were able to understand their financial position on their complete service chain allowing them to better manage their business and accurately report their information to the financial regulatory agencies