Enterprise Service Management and ITOM

The Dedicated Instance of an Integrated ITSM & ITOM Solution with Orchestration and Automation Capabilities.

A leading cloud based managed services and payments services provider aimed to deliver secure, cost-efficient information governance services to a larger number of clients in the cloud. Services are accessed by millions of users everyday

Business Challenge

• Shared instances of ITSM/ITOM tools not supporting automation/orchestrations requirements.

• IT staff consumed with manual infrastructure provisioning tasks leaving no time for process improvement and automation.

• Low level of integration of multiple tools and siloed repositories of information (CMDB, incident logs, ITOM) made it difficult to correctly diagnose and resolve incidents first time, resulting in a significant increase of rework effort and time to close incidents.

Business Objective

• Increase customer satisfaction level by reducing manual operation, enabling orchestration/automation for infrastructure provisioning and ensuring resolution of incidents within the committed SLA.

Technology Components

• ServiceNow, vRealize and BigFix

Key Deliverables

• Assessment and solution design for ITSM/ITOM implementation.

• Implementation and operations support services for Service Portal, Incident, Change, Knowledge Base and Patch Management.

• Problem, Service Catalog and Software Usage.

• Service Mapping, CMDB, Orchestration and Server Automation (Provisioning and Decommissioning).

The Approach

• Performed workshops with business and IT stakeholders to identify people, process, tool issues and desired outcomes.

• Created future state architecture and end-state visualization for integrated ITSM & ITOM solution.

• Staffed a blended team of client and Trianz onshore/offshore resources to implement proposed solution in a phased manner.

Transformational Effects

• Dedicated instance of an integrated ITSM & ITOM environment with orchestration and automation capabilities.

• Decreased the incident remediation time and ensured adherence to all committed business SLAs.

• Publish self-service portal for infrastructure provisioning offerings.

• Modernized platform for ITSM, Endpoint Management and Orchestration.