The client had no capability to view process performance and adherence from an IT Control perspective. This resulted in an inability to identify/track risks and understand the appropriate ownership and accountability of those risks. There was also a request from the CIO to anticipate, rather than react. to the needs of its regulators.
There was a need therefore to provide IT Controls for the core ITSM Processes that would provide up to date, consistent and verifiable evidence of process compliance. CSX designed, developed, and successfully released:
• The appropriate IT Controls for each process
• Automated/dynamic dashboards (one per process: SD&I, INC, REQ, PRB, CHG, HAM) containing a total of 53 IT Controls (34 fully automated and 19 manually verified and tracked via auto-generated tasks)
• Performance Analytics was utilised to allow the ability to slice/dice data and present this via the dashboard or export via PDF/Excel for use outside of ServiceNow.
Through collaborative workshops CSX designed and implemented a set of IT Controls via a dashboard view for each process area. These dashboards contained various IT Controls with differing/filtered views utilising Performance Analytics and ensured that the initial set of 53 controls met the needs of the CIO to ‘get ahead’ of the regulators.
Effectively integrating and optimising Cloud and Legacy technologies and service.
Driving the waste out of IT costs through 3rd party contract efficiency, process and people.