Recovering a Failing Outsource IT Service

Presented by

Brendan Mulreany, Director, Finsbury and William Hooper, Director, Finsbury

About this talk

Join this live conversation between two senior IT staff of a fictitious company charged with the successful execution of an outsourced arrangement that has just passed its two-year anniversary. Gain insight into the difficulties they are experiencing, their search for the root causes and their development of a plan to deliver targeted improvement. The conversation includes how they hope to convince the business that they are fully committed to service its needs. How will they tackle the business perception that IT is defending poor support at high prices? How can they motivate the supplier to provide the services needed whilst making a fair return? About the presenters: Finsbury Sourcing provides specialist IT and Telecommunications outsourcing project management and consultancy services with a focus on practical implementation. Many of our assignments involve fixing problems in under-performing outsource agreements and the interaction between the parties. Brendan Mulreany is a director of Finsbury. He has been involved in delivering services for more than 30 years, during which he has worked on some of the largest and most challenging multi-national services in UK, Europe, US and Australia. He has degrees in law and science. William Hooper is a director of Finsbury. He too has worked on some of the world’s largest IT services, recovering and restoring performance. He is a practitioner and acts as an Expert Witness in legal disputes. He holds an MBA and a bachelor’s degree in engineering. Both have many years’ experience delivering services as supplier and working client-side.

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