Change Management for Morgan Stanley Investment Bank

Engaged by the London Property Services division of the prestigeous US Investment Bank, Morgan Stanley, Toodoo Consultants worked on a number of varied and wide-ranging projects throughout a two year extended assignment. During this time, Toodoo delivered a number of initiatives including:

Business Process Mapping and Re-engineering

Toodoo Consultants conducted a full review or the business processes and team structures in place within the Move Management function, including Voice Recording and VR Audit, Equipment Moves, Adds and Changes and Desktop hardware build, deployment and secure decomissioning.

Based on the review and working with Subject Matter Experts within the relevent areas, Toodoo Consultants worked to re-shape and document teh business processes to make the operation smoother, more efficient and to provide greater transparency, more controls and improved reporting for Managment teams.

ITSM Tool Design and Implementation

With the newly agreed and documented processes in place, Toodoo Consultants worked with the London Property Services team and US-based internal software development teams to specify, develop and implement HP Service Manager, an ITIL-based ITSM tool, in order to improve service quality and reduce operating costs by improving operating efficiency and performance against service levels.

Based on earlier business process works, Toodoo Consultants specified system operation and managed the full development and implementation lifecycle of the system and reports, including end-user training, system launch and transition into ongoing support. Once implemented in the UK, the system was so successful it was used as a template for mirroring systems in the Americas and Asia Pacific regions.

Modular Shared Support Services Offering

Following on from previous process re-engineering and definition works, Toodoo consultants developed a shared services offering to allow the expertise and resource in the London Move Management teams to be quickly and easily deployed to other regions.

The service offering consisted of a modular set of tools, process documents and reports which combined into a complete Moves, Adds, Changes and Hardware Build service that could be rapidly deployed into new regions and offices.

With the shared offering defined, Toodoo Consultants worked with the firm to deploy it in their Glasgow Offices to introduce a centralised Move Management and Hardware Build, Deployment and Decomissioning service to that location. From a standing start, the new service was established within a matter of months and rapidly began to offer significant improvements in service levels, reporting and cost visibility for the offices in which it was introduced.