Setting up service desks in offshore locations is big business. There are various drivers behind such efforts. Some are pure cost savings. Others are to attain quality improvements by leveraging superior language or business skills available in the new location. Some projects can be extremely emotive, and all are certainly challenging projects that need to be handled with care.
PRINCE2 supporting ITIL
From the moment the CAB provided the project mandate, the project was run using PRINCE2® methodology. PRINCE2 was extremely valuable in ensuring success. It did this in many ways, but of particular value were the following:
The PRINCE2 principle focusing on business justification throughout.
PRINCE2’s management by stages to break it down into manageable chunks.
The PRINCE2 emphasis on lessons learned from previous efforts.
PRINCE2’s risk management provided a methodical and consistent approach throughout.
Perhaps the greatest benefit PRINCE2 brought was the principle of continued business justification and consistent focus on the business case throughout the project. It ensured that the project did not deviate away from its central objective. And thank goodness. As there were many tests and traps trying to entice the project away from the original design.