Global Service Desk

Delivering on the promise

Global initiatives based on technology standardisation appear to carry less risk than other ‘one company’ concepts. In particular, providing a single IT service desk across every division and territory sounds simple enough and the business case can look compelling. These projects can nevertheless fail – and fail dramatically – in their implementation. It’s our opinion that this happens because they are treated as single events rather than programmes of change. Implementation should be broken down into do-able pieces and the change programme must match the characteristics of the organisation it is meant to serve – or it will be rejected as an alien transplant.

Stephen Pumphrey

Stephen is a partner in our Business Transformation Group. Based in London, he specialises in transforming consumers’ experience of service. Originally trained as a classical guitarist, Stephen is an accomplished rock musician: “Being in a band is the ultimate team experience because you need to get out and perform without compromise even when you can’t agree on absolutely everything”.

Paul Connor

Paul is a sales consultant in our Travel, Manufacturing and Services business. He leads multi-discipline sales engagements from our London office. Paul’s passion away from Fujitsu is Northampton Saints rugby club which, he says, is often something of a rollercoaster ride. “We often bemoan our poor luck, but as has been noted in business, you never have a chance for your luck to operate if you don’t take risks”.