About PeoplePlus

PeoplePlus is a leading employment support and training services company with a mission to transform people’s lives and businesses through work and training.
The service desk team of 15 are based in Sheffield. In addition to the service desk, there are another 40 users of the ITSM tool supporting three separate instances across the business.

The Challenge

  • To replace a legacy service desk tool that was out of vendor support
  • The PeoplePlus service desk legacy tool lacked the most basic functionality required by the business such as automation request fulfilment, change management, problem, a customer portal, self service and service catalogue.
  • Also used by HR, customer services and the health and safety teams, information security and data segregation was a significant barrier to changing the existing tool.
  • Following some initial market research, the Head of IT Service Delivery felt they lacked the time and resources to do the proper due diligence required to select the best replacement tool.
“We desperately needed to find a new service management system but knowing where to start in such a complex market was a
massive challenge for us.”

The Solution

PeoplePlus engaged SDI to draw up a shortlist of recommended software suppliers after attending a software showcase event where they discovered that SDI could help speed up the tool selection process considerably.

The first step was a tool selection workshop to establish the best way forward. PeoplePlus needed SDI to recommend, based on their complex security requirements, the best tools for them to choose from. SDI worked to understand the requirements, held workshops with internal stakeholders and pulled together a detailed 20
page RFI document outlining the functionality they required in the short term. SDI also helped identify the the longer term strategic requirements to ensure the tool was future-proofed.

“SDI saved us time and cost in our tool selection process by recommending a shortlist of vendors we should meet.”

The Result

The RFI went out to 8 suppliers within 10 weeks and 3 vendors made the final shortlist. As an independent third party with an industry wide reputation and insight into tools used by hundreds of service desks, SDI was instrumental in influencing the senior management team in terms of decision making.

“SDI helped us to engage with internal stakeholders to ensure everyone’s requirements were captured.”

The tool PeoplePlus selected was based on business value, the most appropriate solution for their needs and the most appropriate vendor partner – rather than just cost.
SDI helped them identify a product and a supplier that would grow with their business over the short and long term.

“SDI enabled us to accelerate the tool selection process significantly. Within just 10 weeks they turned our high level requirements in to a preferred vendor position.” Jeremy Dyson, Head of IT Service Delivery, PeoplePlus

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