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Implementing Device Lifecycle


We were recruited by the group IT function of a UK ready-made foods producer comprising several relatively discrete businesses.

The organisation was ostensibly seeking a roll out of Microsoft Windows 10 to replace older, unsupported versions of the Windows operating system and to replace aged endpoint devices. The group was also seeking to achieve the following, related goals:

Our brief was to initiate the Windows 10 upgrade project and to achieve the additional objectives as a part of the project.

What We Did

First, we undertook a review of the resources, processes and technology related to the required changes. Additionally, we completed a detailed study of the in-scope equipment, especially end user devices to evaluate the scale and impact of the business changes proposed. In parallel we defined and agreed a project governance structure with the client that ensured all stakeholders were involved and consulted throughout the project.

The investigations raised some key policy issues which we presented to the governance team for resolution.

Using the information and policy decisions we prepared a Device Lifecycle “vision” document describing the proposed future state, how the service would operate and the impact of the proposed changes on the business.

Taking this vision as a template, we developed a project strategy and approach to achieve the stated goals whilst adhering to strict cost limits. The strategy comprised four main elements:

The strategy was approved by the project governance board and the project instructed to proceed with the five elements.

Transition to Project Procurement

An interim device request and delivery process was defined, based on the service vision. Supporting record keeping was also developed. Project engineers were used for request fulfilment at first whilst operations staff were introduced to, and subsequently assumed ownership of, the interim process. Using IT Business Partners, the new approach was communicated to business stakeholders.

Enhance the Service Management System

Having engaged with Sunrise early in the process, we were confident the application could support the service vision. An iterative “design and trial” process was followed to define changes to the application configuration. The changes covered Service Catalogue, device request and fulfilment, asset assignment tracking and life cycle monitoring.

Engineer Resources

The client had insufficient engineer resources to support the project. The governance team approved the direct recruitment of temporary resources by the project. We sought, and found, engineers with a proven ability to manage their own time and to support the project in developing the required procedures to replace Windows 10 and support the transition to the lifecycle vision.

The engineers enabled the project to fulfil early, critical demands for device replacement whilst helping the project to implement the new lifecycle service.

Engage a Lifecycle Service Vendor

Working with the client Procurement team we agreed a process for identifying a vendor to provide the lifecycle service. A selection team was nominated and tasked with defining the key criteria for assessing vendors. Most notable was a desire for a partner that would add value and experience to the evolution of the client’s lifecycle vision without significantly constraining it.

Candidate vendors were identified, and initial meetings held. The service vision document was converted into a Request for Proposal (RFP) and vendors were asked to present their proposal to the selection team. Following the presentations, the team made a unanimous recommendation which was accepted by the project governance team.               

The Results

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