The customer had little control over the implementation of new or changed services, resulting in a high-level of scrutiny by their regulator.View PDFView VideoRead MoreRead More
"Please pass on my thanks to CSX for the achievements gained in the SD&I Transformation workstream. We had a challenging plan and timeline, and this was achieved. This is wholly attributable to the truly collaborative mindset brought by all, as well as sustained focus and effort leading to an overall successful and quality outcome "
Service Design & Introduction Lead
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:
The client is a Financial Services company spanning the globe and with turnover in excess of £2,000 million.
Regulators were pointing out the need to improve service availability. Project and Support Teams did not work together to deliver robust new or changed Services.
New Policy, Process, and Procedures with a ServiceNow tooling wrap allowed for the cradle to grave management of all Service Requirements within a Project that was implementing a new or changed Service.
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.