The client is a leading provider of health care, dental, pharmacy, group life, disability insurance & employee benefits. It was looking for ITSM process re-engineering, strategy and roadmap, ITSM and CMDB implementation using IT Service Management platform.

Business Challenge

  • The client’s existing ITSM system was underutilized. Audit closures were not happening at the right time, leading to compliance issues. There was no single source of truth view for IT infrastructure CIs. Additionally, there were unplanned business outages and improper impact & risk analysis for planned changes due to a lack of data


Process Re-Engineering

  • Assessed change and configuration requirements, roles and responsibilities, assets in various functional areas, data collection and tools as well as measurements/metrics, effectiveness & efficiency. Also performed an analysis on integration and relation with other ITSM process / initiatives.

  • Benchmarked the existing change and configuration management processes and practices against the ITIL V3 best practices and audit requirements.

  • Performed process recommendations and design.

  • Developed the IT process in compliance with regulatory requirements aligned with business goals.

  • Implemented the change and configuration management process based on ITIL V3 best practices framework & continuous process improvements.

Strategy and Roadmap

  • Assessed and documented the “as-is” state.

  • Benchmarked the existing ITSM processes and practices against ITIL V3 best practices framework and audit requirements.

  • Conducted workshops with various business units, gathered requirements and developed a functional requirements document.

  • Evaluated Service Management products in the market and helped in selecting the right solution based on business / technology needs and cost.

  • Developed “Target State” ITSM architecture.

  • Developed a technology roadmap and execution strategy.

  • Performed solution design & implementation

  • Undertook design, development and implementation of BMC Remedy Change Management, SRM, Atrium CMDB & integration between BMC platform & other applications for automation.

Operational Support

  • Provided steady-state operations – post-production support.

Transformational Effects

  • A significant reduction in unauthorized changes with improved process discipline and compliance.

  • Improved impact and risk analysis processes and reduced audit problems.

  • Reduction in large support staff and outages and enhanced service to the business by fulfilling PCI compliance needs.

  • Clear and measurable goals for the ITSM program

  • Well-defined execution strategy, including prioritizing and sequencing of product roll-out.

  • Reduction of emergency changes & latent changes from close to 55% to within the industry average of 10 to 15%.

  • Consolidated single source of truth, configured data information in CMDB with great visibility into the infrastructure components.

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