Design and Pilot of processes for service design and service onboarding of new Smart Managed Workplace Services, including aspects of service readiness and supplier integration in the consumer goods industry.
Customer Profile
The client is an internationally highly diversified corporate group founded in 1883 with its headquarters in Germany. Its main business is the direct sales of household appliances and cosmetics.
Methods & Technologies
ITIL 3.0, ISO 9001, BPMN 2.0, PRINCE 2, VOLERE – Standard Microsoft Office, MS Visio, MS Teams / SharePoint – servicenow™ Initial
Starting Situation
The client developed and deployed new IT services without a standardized approach, facing the challenge of producing non-uniform results with each service design. Moreover, the handover to support teams (including external suppliers) often missed the different operational requirements, leading to incomplete support coverage and inefficient processes.
Solution
The solution involved piloting and implementing a blueprint for a standardized service design and service readiness process that would ensure the new IT services fully met the expectations of service management, enabling support and continuous optimization throughout their lifecycle. Part of this solution included creating the necessary documentation and approvals (stakeholder involvement) of the service scope (service architecture and dependencies) and demonstrating how requirements would be covered by newly developed technical and process-based solutions.
Outcome
The solution resulted in a standardized process covering the design and integration of new IT services into the organization. This included standardizing artifacts such as a comprehensive requirements catalog, solution design documentation, service trees and architectures, data models, service request catalog, process onboarding standards, and the actual implementation in servicenow™. The most significant benefit by far was the ability to support the services end-to-end, conducting impact analyses and monitoring SLA-based performance (service and supplier performance, etc.) in the future.
