| QUALITY CONSULTING |
| Case Study |
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| Consolidation of IT processes |
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| The idea |
| A unified IT service management process framework, besides reducing the cost of providing IT services, also helps effectively control and monitor IT resources across entire business enterprise. |
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| The client |
| A manufacturing firm based out of US having multiple business units |
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| The business challenge |
| Client has multiple business units, each business unit having its own separate process for application support and maintenance. Enterprise wide effective control and implementation levers were absent making process improvements a difficult proposition. Besides, the client had identified strategic outsourcing as a viable option to reduce costs. A unified, process framework was required which could simplify the outsourcing process and subsequently integrating the vendor process framework at a later point of time. This approach is an effective means to minimize risk of transitioning. |
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| The solution |
| Best practices from existing functionally, similar silo processes were identified. These were then incorporated in a common “To-Be” process for Incident, Problem, Change, Configuration and Release management processes. In addition, Performance Management, Risk Management, Quality Assurance Plan & Procedures, Enhancement Estimation methods were defined. A common service catalogue was defined, after rationalizing the service portfolio. Extensive tools evaluation was done to retain the most effective tools in the “to-be” processes thereby reducing the implementation costs of the roadmap for process consolidation. |
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| Business benefits |
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Process consolidation across business units |
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Better Alignment of existing tools for implementing the “TO-BE” processes |
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Defined a framework for service catalogue |
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Reduced the time to define the processes for the transition |
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