The client is an $18B engineering firm and a global provider of technical, professional, and scientific services, looking for a unified ITSM and endpoint management platform. It also wanted integration between ITSM and the endpoint management system. The client’s main aim was to reduce all the current manual processes.

THE BUSINESS CHALLENGE

  • Lightly used ITSM instance with little attention to process initiatives; Underutilized request management, no self service portal; No analytics or baselines to drive/manage improvement
  • No integration to other capabilities; Endpoint operations causing lots of overhead on network and hitting performance bottle necks; SCCM infrastructure was aging and too expensive to manage
  • Lack of automation for IT operations; Pending M&A activity threatening to slow things even more.

 Lightly used ITSM instance with little attention to process initiatives; Underutilized request management, no self service portal; No analytics or baselines to drive/manage improvement

 No integration to other capabilities; Endpoint operations causing lots of overhead on network and hitting performance bottle necks; SCCM infrastructure was aging and too expensive to manage

 Lack of automation for IT operations; Pending M&A activity threatening to slow things even more

 Unified ITSM platform through ServiceNow

 Endpoint management through IBM BigFix and SCCM

 Integration of ServiceNow with BigFix and SCCM

THE APPROACH

  • Assessed current state and growth including M&A to develop strategy and execution roadmap
  • Performed detailed assessment on the existing ITSM applications, tools, integrations and relation with other ITSM process / initiatives. Provided a detailed gap analysis document
  • Conducted workshops with various business units, gathered requirements and developed functional requirements document
  • Defined a conceptual end state ITSM & endpoint architecture to meet business and IT needs
  • Delivered holistic solution as a service; Endpoint as a service covering patch management, OS Distribution, Software Distribution, Power Management and Remote Control
  • Self Service Portal and Automated Password Reset; Buildout for automated change management; Normalization and reconciliation of CMDB; Monitoring Analysis and process improvement; Event Management Integration; IT Operations Center Buildout

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TRANSFORMATIONAL EFFECTS

  • Decommissioning of existing SCCM infrastructure and shift team to focus other business initiatives saving more than $1M/year and greater compliance/security; Automated Password reset saving over $350K/year
  • Improved user satisfaction surveys from self-service portal; Complete end-to-end revamp of services; Multi-fold increase in automation; Faster problem resolution

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