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How El Palacio de Hierro consolidated its IT services with RD
How El Palacio de Hierro redesigned its technology services model, consolidating capabilities, expanding scope, and strengthening IT governance within an existing outsourcing contract.
The Challenge
El Palacio de Hierro was going through a technology transformation with an existing IT outsourcing contract that needed to evolve to meet new business needs and support its 15 department stores in Mexico.
Adding new scope and capabilities made it necessary to strengthen governance mechanisms, simplify operational management, and build an integrated view of services, transforming the existing model without early termination of the contract or any impact on operational continuity.
The Solution
RD led the end-to-end redesign of the services model through a consolidation strategy aimed at developing and integrating capabilities, simplifying operations, and strengthening governance mechanisms.
The initiative covered the complete design and rollout of the central computing, distributed computing, service desk, AMS, and operational process towers under a single service vision. In parallel, existing contract terms were optimized and a Vendor Management Office (VMO) model was designed to ensure the continuous evolution of operations.
RESULTS
Strategic IT services integrated under a single management model
Devices managed within the transformation program
Employees supported by critical IT services
Model implemented for governance and continuous evolution
Operational disruptions during the transformation
SUCCESS FACTORS
End-to-End Consolidation
Infrastructure, applications, support, and processes integrated under a single operating model.
Evolution Within the Existing Contract
Transformation delivered with no new contract and no exit costs.
Governance and Control
A VMO model for managing, tracking, and continuously evolving services.
Business Continuity
Transformation implemented with no impact on critical services or operations.
RD helps organizations consolidate services, optimize contracts, and build governance models that capture more value without taking on unnecessary transition risk.