Business requirement
Replace ageing on-premise, IT only, service management platform with best of breed SaaS solution and leverage for whole-of-business (non-IT) service lines.
What we did
- Migration of all ITSM modules from legacy system (Incident, Problem, Release, Change, Configuration, Request)
- Re-architect and implement revised CMDB and migrate all legacy CIs
- All organisation change management
- Implementation of resolver and self-service functionality for HR, Procurement, Expense Management, Facilities Management
- Comprehensive integrations into corporate ERP. Includes transactional integrations (including approval workflows) and non-transactional master data integrations
- Authentication integration for single sign-on
- Integrated CMDB and system monitoring platform for alerting and CI outage reporting
- Multiple external service provider transactional integrations including incident and service request processes
- Integration between Software Asset Management, CMDB and Employee Service Request Management platforms
- Implementation of Governance Risk and Compliance, Reporting and Analytics, Project and Portfolio Management, orchestration and run-book automation
- Implemented automated user provisioning addressing multiple service lines including IT, HR and Facilities
Delivered outcomes
Issue free transition to new platform (over a 14x month duration). Whole of enterprise solution created business leverage from flexible and extensible solution architecture.