The client lacked a Global process to manage the Service Requirements that should be designed and implemented as part of any Project. Support Teams often did not know about or have input into changed or new Services that they were meant to support resulting in reduced ability to protect existing services and ensure new services were fit for purpose. This meant that service disruption due to the introduction of new or changed services was running at an unacceptable level to be tolerated by their regulators
A new Process with tooling to allow consistent management, tracking and approval of Projects aligned to SD&I principles to ensure that all IT Production Operation teams could run, maintain, and support services in accordance with agreed service levels and quality control mechanisms within an agreed cost and risk profile.
Through collaborative workshops CSX designed and implemented a net-new SD&I Policy, Process and Procedures. These were then translated into tooling User Stories to allow for a ServiceNow workflow to be developed to allow the management of the SD&I on tool.
The solution covered standard Service Requirements that form part of any Project, but also adhoc Service Requirements that may be needed for specific Projects. These could then be managed through the lifecycle of the Project and the Service Acceptance Certificate could be approved and stamped onto a Project to validate adherence to the SD&I Policy and Process.
Improved Supportability and Availability:
Driving the waste out of IT costs through 3rd party contract efficiency, process and people.
Keeping your business safe and able to respond to the expected and unexpected.