ITSM Strategy Assessment, Design
and Global Roll Out for a
global Hi-Tech Manufacturer
About The Client
A global leader and one of the largest Hi-Tech Majors based in Bay-Area, CA
Case Context/Overview
- Client has grown both organically and inorganically with multiple acquisitions worldwide, resulting in disparate processes and systems.
- CIO organization was challenged to undertake an end-to-end 'People, Process and Technology' assessment to define global standards such that the organization is ready to support business growth.
- No end-to-end traceability between Requirements, Design, Development and Tests.
- Manual deployment/analysis/conflict resolution of changes and their related objects (e.g. Transport Requests)
- Difficulty in identifying objects (downstream, upstream, within) that are changed or affected by the work done in the CR.
- Manual transport maintenance and system refreshes are difficult to schedule and impact release cycles.
- No capability for project and management teams to track changes in alignment with project phases.
- Long-running testing cycles due to lack of capability to select tests based on impacted programs/modules.
Key Solution Elements
People : Ensure the right balance not only at strategic but also at tactical and operational levels
- Define roles and responsibilities at application levels and integrate with overall change management process (e.g. code review, TR review, document review)
- Set up a decision-making framework to speed up the process and avoid bottlenecks.
Process - Define the framework consisting of processes which accelerate execution and track value
- Enable controls at deployment level (e.g. Development, testing, retrofit, objects lock)
- Integrate current process with Hybrid deployment model (Agile/Waterfall)
- Enhance traceability of changes with supporting evidence.
Technology - Implement the right tools to complement people and processes to set up an appropriate delivery model
- Leverage Solution Manager to manage changes in SAP and non-SAP applications.
- Tight integration between ServiceNow and Solution Manager to take advantage of technology best practices.
- Real-time dashboard to monitor and track changes.
Scope of Services
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, providing services across
multiple tracks including:
- Program Management
- Solution and Process Architecture
- Technical Architecture including integration with ServiceNow and SAP Solution Manager
- Data Migration
Benefits and Value Delivered
- Enables faster implementation and effective knowledge transfer – Reduced onboarding time by 50%
- Enables traceability across Implementation and Maintenance Life Cycle – Reduced solution delivery time by 20%
- Provides a complete and central overview of the processes with documentation – Improved solution quality.
- Evaluates any change in SAP to ensure no impact to business – Reduced post-go-live defects by 50%
