Migration of a full stack ITSM platform within a multi-tier supplier environment, including the assurance of organisational readiness at the supplier site in terms of comprehensive process design, tool implementation, and handover to the support teams.
Customer Profile
The customer is a leading company in the transport and logistics industry with a global network and a wide range of services, including signaling and supply chain management.
Methods & Technologies
– Standard Microsoft Office, Networking & Storage Solutions, Remedy Service Desk & Atrium, MS Project & MS Visio, ARIS, SAP Solution Manager, SAP PI, Cisco newscale, Lotus Notes, IBM
– ITIL3.0, ISO 9001, TOGAF, COBIT, SixSigma, BPMN 2.0, PRINCE2
– ITIL3.0, ISO 9001, TOGAF, COBIT, SixSigma, BPMN 2.0, PRINCE2
Starting Situation
The customer opted for a new outsourcing strategy for all IT services worldwide. As part of an ITSM system migration, the infrastructure and applications were taken over by new service providers. Over 20 internal ITSM processes were newly developed and implemented in the new ITSM system. As part of the operational takeover, all agents were trained in the processes and the new ITSM platform.
Solution
The solution included migrating the existing ITSM platform and designing and implementing all relevant ITSM processes in a new multi-tier supplier environment. This involved internally taking over process ownership and governance aspects, as well as subsequent supplier control. Integration of multiple suppliers, cloud-based infrastructure, and modern ITSM principles optimized service delivery and stabilized operations.
Outcomes
The results of the migration were highly positive. The new platform enabled flexible scalability, improved operational processes, and facilitated collaboration between suppliers. Additionally, it accelerated incident resolution, improved remote service management, and potentially led to cost savings through more efficient resource utilization.
