1. CJC Ltd Background
CJC Ltd provides a range of
managed services to the
international financial services
market. With offices in
London, New York, Hong
Kong, and Singapore, CJC
provide a 24/7/365 ?follow the
sun?service, which includes
seamless handover between
regions. After incorporating in
1999, CJC partnered with a
global market data leader in
2007, and has almost
quadrupled in size over the
past four years.
Contractual Commitments and Business Growth
Since 2007, when their partnership was finalised, CJC Ltd have provided a comprehensive
range of managed services to their single largest client, a global leader in market data. Up
until recently CJC have made use of various toolsets provided by their clients to deliver IT
service management functions, but following a renegotiation of the contract with their
largest client a change was needed.
?A number of new KPIs were agreed, and they?re more extensive than what had been in
place previously,?said Paul Tomblin, Technology Director at CJC. ?We have an obligation to
report on these new KPIs, and with the existing toolset we just didn?t have the level of
visibility we needed to do that.?
According to Tomblin, who was a founding member of the company, this wasn?t the only
motive for change. CJC has grown at an incredible rate since 1999, and there was a
feeling within the organisation that it was time to take the next big step forward.
?The tool was identified to help us fulfil our contractual commitments, certainly,?Tomblin
explained. ?But we also wanted to improve our ability to provide managed services outside
our largest contract.?
?The obvious next step was to have our own ITSM tool.?
"...All roads Led Back to CIHS."
Along with the desire for their own ITSM tool came the realisation that professional help
would be necessary. According to Tomblin, their choice of consultancy partner was never
in doubt.
?We knew Chris [Hodder] well, and we knew that he knew our business well,?he stated.
?It was just the obvious choice for us. He had also worked with the client in question, so
he knew our situation from both sides of the fence. We could have looked elsewhere, but
to be honest I think all roads would have led back to CIHS.?
After realising that the various free ITSM tools on the market would not be a good match
for their needs, CJC took CIHS?advice and conducted a feasibility study on the Market
Leaders. ?Cherwell ticked the boxes.?Concluded Tomblin.
But purchasing the product was just the start. Once procurement had been finalised, the
real work of configuration, UAT, training, and implementation began.
?It was the first time we?d been through a project of this scale internally, and we needed a
lot of help,?explained Tomblin. ?And because we?d never had our own ITSM tool before,
we didn?t know what we didn?t know.?
After a series of initial scoping workshops, conducted by CIHS, it was time for the solution
to be configured and implemented. ?We did have challenges,?revealed Tomblin.
?Particularly in federating the ITSM solution with our client?s existing tools.?
"Based on the
feedback from our
team about CIHS,
I'd say it went very
well."
Paul Tomblin, Director
CIHS Consultants Help CJC Ltd
Select, Configure & Implement ITSM Solution

2. CIHS ConsultantsHelp CJC Ltd
Select, Configure & Implement ITSM
?It was mainly due to the limitations of our client?s toolset. When the solution was
implemented initially there were gaps compared to what we had hoped for, but in
retrospect it wasn?t surprising. Our client?s toolset was very limited, and that made the
federation process more difficult.?
Once the system was in place, CIHS ran user acceptance testing (UAT) workshops in Asia,
North America, and the UK. And while the primary consultant was there in person, the
CIHS team worked around the clock to support the workshops remotely from the UK.
?We had our first UAT workshops in Asia, because we felt they were best suited to unpick
the new system,?explained Tomblin. ?The workshops doubled as training sessions, as the
staff weren?t at all used to the new system yet. Based on the feedback from our team
about CIHS, I?d say it went very well.?
Clearly there would be more work to do before the new system was fully embedded in CJC
culture, but Tomblin was pleased with the way things were progressing.
?Undoubtedly we wouldn?t be on the right path without CIHS?involvement.?He asserted.
Services Provided More (and Better Quality) Data
Fast-forward a few months, and the ITSM system is becoming an essential part of CJC?s
service management offering. Now that federation between systems has been achieved, and
priority features rolled out, additional phases of the implementation project have been slated
for the upcoming months. And already, CJC are starting to reap the benefits.
Increased Maturity
Perhaps the most significant change for CJC comes in terms of their maturity as a managed
service provider. Having grown so quickly since 2007, CJC were keen to implement their own
ITSM tool as a way of enhancing their offering to the market.
?The work we?ve done to implement the ITSM tool has made us far more capable of bringing
a managed service offering to the marketplace,?stated Tomblin. ?By the time we?re done we?ll
have a set of tools that are integrated together to provide an optimal managed service. It
makes our managed service offering much more compelling.?
Enhanced Reporting
One of CJC?s biggest wins from the new system has come in the form of enhanced reporting
capabilities. Where previously they were logging around 100 calls per month, they?re now
able to log every call, which has led to much more reliable workload statistics.
"I was very impressed with the
diligence of the staff involved with
the workshops."
ITSM Vendor Selection
Strategic Process
Consultancy
Toolset Implementation
& Configuration
Toolset Integration
User Acceptance Testing &
Workshops
Go Live Support
Post Go Live Managed
Service
Enhanced maturity of MSP
offering
Able to fulfill newly agreed
KPIs
Dramatically improved data
quality
Greater asset & resource
visibility
Results for CJC

3. "Undoubtedly we
wouldn't be on the
right path without
CIHS' involvement."
Paul Tomblin, Director
?One of the things we were really keen to achieve with this project was improved
documentation of our workload,?explained Tomblin. ?We?re now recording 600-800 calls per
month, which is a lot more than we had previously because we?re more empowered to be
able to log them.?
Improved reporting was a major driver for the project, and CJC are already beginning to fulfil
their new KPIs.
Better Visibility
One element that was previously missing from CJC?s managed service was the ability to
identify KPI compliance and make resourcing decisions in real time. As a result of the
improved reporting functionality provided by the new tool, however, CJC are starting to see
some real benefits in this area.
?We?ve got more visibility, more data to report on, and better quality data than we had
previously,?said Tomblin. ?To be honest, I think better quality data is the most important
thing. We just didn?t have good data quality with the previous tool, and it made management
decision making much harder.?
?In particular, when we?re working with contractors we have much greater visibility. Working
out where tickets have gone and who they?re with is now much simpler."
Process Automation
And it doesn?t end there. In the next project phase, CJC and CIHS will be developing a
solution to integrate our monitoring and alerting platforms with Cherwell as the lynchpin.
Many elements of CJC?s managed service can be improved or made more efficient through
automation, and Tomblin expects to see this happen in the coming months.
"We?re looking to integrate the systems at the API level, which will enable us to automate a
lot of ticket creation and related tasks,?he explained. ?We?re working with CIHS to achieve
that to enhance our managed service offering. We do a lot of proactive fixes on issues that
are reported, and once we have API level integration we?ll have automatic ticket creation for
those jobs.?
Next Steps
And, of course, CIHS will continue to be involved with the rollout at CJC. As things stand,
CIHS are providing a managed service of their own to facilitate the continued rollout, and
Tomblin is expecting great things.
?We?re having weekly steering group meetings with CIHS to agree priorities and move the
project forward,?he explained. ?Federating an ITSM toolset with existing systems is a complex
operation. Despite that, we?ve been able to overcome any hurdles with help from CIHS, and
we?re very optimistic about the benefits we?ll continue to see from the new solution.?
?In terms of reducing the administrative burden on our operations teams, we?re anticipating
an efficiency gain of around 25% ,?he continued. ?We?ll also start to see quantifiable
improvements to the handover process between our different geographical locations.?
And when asked whether, in retrospect, he thought it would have been realistic to undertake
this implementation project without CIHS?help, Tomblin?s response was convincingly final:
?No. Definitely not.?
Contact CIH
SolutionsLtd
To learn more about how CIHS
can help you with your ITSM
needs, visit
www.itsmconsultancy.co.uk or
call 0203 130 0296.
CIHS ConsultantsHelp CJC Ltd
Select, Configure & Implement ITSM