Platform Strategy for IT Support Services

Context

A Swiss federal research institute operated a fragmented landscape of internal IT support services, ranging from HR onboarding and hardware provisioning to research-related support requests. Over time, separate tools and processes had emerged across departments, leading to limited transparency, duplicated work and inefficient workflows.

The objective of the project was to develop a user-centred platform strategy that could integrate these services into a coherent support ecosystem and provide a clear roadmap for the future development of internal IT services.

(Some details have been simplified due to confidentiality agreements.)

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My Role

Managing Consultant

Eraneos Switzerland

I facilitated the discovery and strategy development process, conducted stakeholder interviews and moderated cross-department workshops. My role focused on translating organisational needs and technical constraints into a clear platform strategy and implementation roadmap.

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Approach

The project combined service analysis, stakeholder interviews and collaborative strategy workshops.

First, the existing IT support landscape was analysed to identify fragmented processes, overlapping tools and structural inefficiencies. Based on these insights, cross-department workshops were conducted to align stakeholders around a shared platform vision.

The resulting strategic priorities were translated into concrete development fields and structured into a multi-year implementation roadmap.

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Key Contributions

• Facilitation of cross-department strategy workshops

• Development of a shared platform vision

• Definition and prioritisation of strategic development fields

• Creation of structured requirements and a first prototype

• Development of a multi-year implementation roadmap

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Impact

The project delivered a clear platform strategy and roadmap for the evolution of internal IT support services.

Previously fragmented support processes were consolidated into a unified platform logic, improving transparency, prioritisation and scalability of internal services. The final concept provided leadership with a clear strategic direction for future development.

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Skills Demonstrated

Digital Transformation

Platform Strategy

Experience Strategy

Stakeholder Facilitation

User Research

Workshop Facilitation

Strategic Roadmapping

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