The problem: An established SME had accumulated separate suppliers for email, phones, devices, backups and its website. When something went wrong, ownership was unclear and improvements were difficult to plan.
How we identified it
We documented the full technology estate, supplier responsibilities, recurring costs and operational dependencies. Several apparent support problems came from gaps between services rather than failure of one product.
What we did
- Created a clear inventory of systems, suppliers and ownership.
- Resolved overlapping services and support gaps.
- Standardised account and device management.
- Verified backup coverage and recovery responsibilities.
- Built a phased improvement roadmap around business priorities.
The outcome
The business gained one clear view of its technology, faster ownership when issues arose and a practical plan for future investment rather than another collection of disconnected fixes.