The Organisation

Client: Fidelis

Industry: Insurance

Services: IT Infrastrucutre

Fidelis is a prominent player in the insurance industry, operating as both an underwriter and broker. It has established itself as a trusted partner for businesses and individuals seeking robust coverage.

The company's commitment to innovation and excellence in risk management has positioned it as a leader in the ever-evolving insurance landscape. Recognising the critical role of technology in modern insurance operations, Fidelis has taken proactive steps to enhance its IT infrastructure and vendor management processes, ensuring that it can continue to deliver high-quality services to its clients while maintaining operational efficiency and compliance with industry regulations.

The Challenge

Fidelis faced several challenges with their existing IT infrastructure and vendor management:

• Lack of standardised IT processes aligned with industry best practices
• Absence of a structured vendor management framework
• Need for improved security risk management and compliance
• Inefficiencies in existing processes and potential bottlenecks
• Requirement for better vendor performance tracking and relationship management

The Solution

Altiatech proposed a comprehensive review and development of IT processes and a vendor management framework to address Fidelis' requirements. The solution included:

1. IT Processes Development

• Develop IT processes aligned with ITIL best practices
• Create tailored documentation including policies, procedures, templates, and workflows
• Provide guidance on tool selection and implementation
• Offer training and education to Fidelis' staff
• Develop reporting mechanisms and KPIs
• Establish governance structures and communication strategies
• Ensure compliance with relevant laws, regulations, and industry standards
  
  

2. Vendor Management Framework

• Develop a framework including performance metrics, SLAs, and KPIs
• Conduct a security risk assessment for vendor relationships
• Ensure compliance with data protection regulations and privacy laws
• Provide guidance on developing positive vendor relationships
• Create a process for tracking vendor performance metrics
• Identify and eliminate vendor management bottlenecks
• Document the new vendor management framework
• Deliver training on the new framework and processes

The Results

By implementing these solutions, Fidelis was able to achieve:

• Standardised IT processes aligned with ITIL best practices
• Improved efficiency and reduced risk of business disruption
• Enhanced vendor performance and relationship management
• Reduced security risks associated with vendor relationships
• Improved compliance with relevant laws and regulations
• Better tracking and analysis of vendor performance metrics
• Streamlined vendor management processes
• Improved staff competency in IT processes and vendor management

By partnering with Altiatech for this IT processes and vendor management framework optimisation, Fidelis took a significant step towards modernising its IT operations, improving efficiency, enhancing security, and ensuring better compliance across its business operations.