Enterprise IT Service Management (ITSM)

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.

CIO watchlist: Yes

Scale: Global, Enterprise (4,000+ users)

Programme Management: Pipefish

This was a high profile, CIO-sponsored, project with critical dependencies across many stakeholder groups. Pipefish exceeded expectations in their design and delivery of the solution.

IT GM, Senior Supplier

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.

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