How do you ensure that your company receives accurate deliveries from outsourced IT operations?
When all infrastructure, support, and operations are handed over to a new IT provider overnight, it’s easy to lose control and assume that everything will work perfectly. This is precisely when it becomes more critical than ever to have access to the right expertise, experience, and resources to build a support system (ITSM) where information remains both accessible and easy to maintain, avoiding erosion over time. Information that is used continuously tends to maintain a higher quality.
Daniel Nordin knows!
Daniel is an IT consultant specializing in IT Service Management (ITSM) and IT Operations Management at Compose IT’s office in Gävle. Since joining Compose IT in 2018, Daniel has been deployed to various clients to support them with his knowledge and expertise in IT operations. His role has primarily involved acting as an advisor and requirements manager for client companies’ in-house or outsourced IT operations, focusing on processes, procedures, and IT support systems—all components of IT Service Management (ITSM).
An ERP System for IT
Daniel likens ITSM to an ERP system—an ERP system for IT. Just as an ERP system aims to improve organizational efficiency, ITSM is designed to help organizations function better.
“When implementing a framework like an ITSM tool, customers must determine what information they need to document in the system,” Daniel explains. “It’s about identifying which data is essential to ensure IT services are measurable and that customers experience consistent outcomes.”
For instance, Daniel uses the example of a car rental company:
“A rental car undergoing maintenance should not be available for booking. This information needs to be logged in the system, indicating its unavailability during service periods.”
With his experience on the client side, Daniel understands the factors required for success and is better equipped to recommend practical solutions.
“We understand the bigger picture and can assist with everything from drafting requirements for system solutions and implementation plans to identifying which IT services provide added value for an organization,” Daniel says.
Knowledge and experience are critical for companies navigating IT outsourcing while maintaining control and the ability to monitor everything from accredited IT assets to SLAs and service levels.
Technical Expertise: A Key Factor
One of Daniel’s major clients operates across multiple countries and continents. With only a few local employees at each office, there wasn’t enough budget for dedicated IT resources in each location. The client decided to outsource their IT operations, implementing centralized IT governance. This approach required technical expertise and support to successfully outsource IT operations while maintaining control over IT infrastructure. Daniel and Compose IT were brought in as advisors and experts in IT operations.
Daniel’s primary focus has been on procurement competence and requirement setting. For example, Compose IT has assisted in specifying requirements and overseeing the configuration of the client’s ITSM software. As an architect, Daniel’s ability to understand the technical possibilities and limitations of the client’s ITSM system is critical, especially when designing processes and information models.
“This is essential for a fast, successful project that delivers value from day one,” Daniel emphasizes.
“It’s about people, processes, and tools working together—not in silos,” Daniel explains.
Examples of Services Delivered by Daniel and Compose IT:
- Extracting and documenting critical information from the client’s IT environment
- Developing and delivering internal training materials
- Leveraging expertise to quickly adapt to new IT environments and train staff
- Designing selected ITSM processes, including Incident, Problem, Change, Configuration, and Request Fulfillment, as well as Knowledge Management
“Operations Should Just Work”
With a background and expertise grounded in support roles, Daniel prioritizes results over rigid methods—adapting processes to function optimally for the client.
“With more information about the client, we and IT can deliver better service with higher precision,” Daniel says.
Identifying and documenting the IT services provided to different users is critical. Compose IT often supports clients by modeling information to pinpoint what needs documentation to add value.
“We use customer information effectively. Most tools can monitor, but not all can use the right information to prioritize and add value as a decision-making aid for IT,” Daniel concludes.
Having the right person access the right information at the right time enables informed decision-making in operations. This becomes even more critical for clients outsourcing IT operations—ensuring you receive the services ordered at the agreed SLA level. This is equally important for internal costs, where it’s less apparent that “misdeliveries” can lead to increased expenses. In such cases, IT’s ERP system can make a significant difference by providing data to support better decision-making.
Footnote: For contractual reasons, the client is not named.
Key Considerations:
- IT maturity levels vary across companies—and even departments within the same organization.
- Processes are not the same as procedures or work instructions. While processes may remain consistent across a company, instructions may vary depending on the technical platform or method for acquiring knowledge. However, the outcome of the process remains the same.
- Centralized vs. decentralized organization: While parameters may vary locally, having a centralized source benefits consistency.
- Ensure the right information is prioritized to generate alerts or cases for IT support teams.
- No off-the-shelf tool works universally. Different industries and companies have unique needs—IT tools must be configured to fit the specific customer.
