Case study: ICT Support Services


Case study: ICT Support Services

With the sale of the airport in December 2009, GAL was presented with the challenge of separating all ICT services from the incumbent service provider, sourcing a new set of independent services and transitioning to those services in little more than 12 months. All procurement and service provider selection activities had to comply with Official Journal of the European Union (OJEU) legislation.

Quantum Plus worked closely with GAL to develop an IT service strategy and a sourcing strategy for support services. Quantum Plus created a comprehensive set of ITIL aligned service descriptions and service level targets for the airport, covering service management and service desk, applications management, infrastructure management and hosting, network management services and end user computing services. Working closely with GAL’s procurement and legal teams, Quantum Plus developed RFP documentation and managed the service provider evaluation and selection process. Quantum Plus led negotiations with successful service providers to ensure best value for the client and is now leading service transition activities to move to GAL’s new service delivery model.

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This was first published in April 2011


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