Case Study – ITSM strategy assessment, design and global roll out for a global Hi-Tech Manufacturer

• Client has grown both organically and In-organically with multiple acquisitions world-wide, resulting into disparate process and systems.
• CIO organization was challenged to undertake an end-to-end ‘People, Process and Technology’ assessment to define global standards such that organization is ready to support business growth.
• No end-to-end traceability between Requirements, Design, Development, Tests.
• Manual deployment/analysis/conflict resolution of changes and it’s related objects (ex: Transport Requests).
• Difficult to identify objects (downstream, upstream, within) that are changed or affected by the work done in the CR.
• Manual transport maintenance and system refreshes difficult to schedule and impacts release cycles.
• No capability for project and management teams to track changes in alignment with project phases.
• Long running testing cycles since no capability to pick the tests based on impacted programs/modules.

1 - People
Ensure to have right balance not only at strategic but at tactical and operation level

• Define roles and responsibilities at application levels and integrate with overall change management process (ex: code review, TR review, document review etc.).
• Set up decision making framework to speed-up the process and avoid bottlenecks.

2 - Process
Define the framework consisting processes which accelerate the execution and track values

• Enable controls at deployment level (ex: Development, testing, retrofit, objects lock etc.).
• Integrate current process with Hybrid deployment model (Agile/Waterfall).
• Enhance traceability of changes with supporting evidence.

3 - Technology
Implement right tools to complement the people and process to set-up a right model for delivery

• Leverage Solution Manager to manage changes in SAP and non-SAP applications.
• Tight integration between SNOW and Solution manager and take advantage of technology best practices.
• Real time dashboard to monitor and track the change.

Implement the following ITSM processes as per the ITIL 4.0 framework and improve the processes across people, process and technology

• Change Management
• Release Management
• Solution Management covering process and documents

We delivered the project with complete accountability and providing services across multiple tracks which includes:

• Program Management
• Solution and Process Architect
• Technical Architect including integration with ServiceNow and SAP Solution Manager
• Data Migration

• Enables faster implementation and effective knowledge transfer – Reduce Onboarding time by 50%.
• Enables Traceability across Implementation & Maintenance Life Cycle – Solution Delivery time by 20%.
• Provide a complete and central overview of the processes with documentation – Improved Solution Quality.
• Evaluating any change in SAP to ensure there is no impact to business – Reduced post go-live defects by 50%.