Rapid and high-quality ITSM implementation

REQUIREMENTS

Implement an ITSM service center solution that supplies IT services
Help the agents and end users of the company to conduct their day to day activities with less interruptions
Make access to services easier within the same tool/environment

SOLUTION

A fast and quality implementation of an ITSM service center using the ServiceNow platform
Conguring the platform to their needs, integrating it with all required services and tools, conguring and creating all of the needed

RESULTS & BENEFITS

The strong professional integrity, good communication and team full of experts, all working together to achieve the objectives within the set timeframe, led to a smooth and pleasant work environment

Single easy to use tool for all of their ITSM activities

Functionality for easy reporting and containing all of needed information in one place

Kofola ``hired`` a cloud robot to do a robotic job

Kofola has had previous experience with robotic workers. They had been used, for example, by their Finance Department. However, that implementation was accompanied by various problems. That’s why the IT specialists took special care in specifying what they expected from the robot. Every Kofola employee uses dozens of systems. For Kofola IT specialists, these were routine tasks which further increased the likelihood of making errors. A reverse analysis revealed that cumulatively these activities “cost” the IT department one month of work a year. This was enough to consider investing in their automation.

Case study was published 19.08.2020

Requirements

Increase the capacity of IT Department staff and be able to handle all requests without the need to enlarge the team by hiring additional staff.
Identify and unburden people from having to perform repetitive tasks that do not require any special skills.
Create more space and time for the IT team to perform creative work that develops the people and the company.
Optimize the functioning of the IT Department.

Solution

Identify processes suitable for automation.
Audit the information systems involved in the employee termination process.
Analyse employee termination processes: the description and ordering of steps and the creation of standardized models.
Design a robotic process automation (RPA) solution in the cloud system.
Test in a simulated environment and the deployment and optimization of the solution.
Detailed monitoring and reporting, providing the client with a 24/7 overview of how the robot works in qualitative and quantitative terms.

Outcomes

The software robot saves the Kofola’s IT Department one month of routine work per year.

Minimal error rate of employee termination-related operations.

Higher IT staff satisfaction due to the robot helping them with routine work they no longer have to do themselves.

Costs reduction.

Requirements

Create location strategy, and set the right operating model
Create a near-shore competence centre with aim to pursuit sales opportunities
Address fast ramp-up requirements for the Centre of Excellence
Transfer knowledge from on-shore locations to nearshore competence centre
Introduce synergies by collocating business functions that were initially geographically fragmented
Save costs and increase team efficiency

Solution

Offering complex T&T (Transform and Transition) partnership model
Providing advisory services for setting-up ultimate location strategy
Agile approach to operations ramp-up
Relocating and consolidating processes from on-shore locations to the single
competence centre
Assistance with shaping the service delivery to enable performance driven (KPI) as opposed to Time & Material driven solution

Outcomes

Fast transfer and launching of processes in the new location

Enabling better collaboration by collocating several functions into single Centre location

At least 30% staffing cost savings compared to the previous solution

Subsequent transition to managed service model with set Key Performance Indicators driving further service excellence for the centre.

REQUIREMENTS

Manage a complex and important transformation project covering the North and
Latin America region
Create a solution, which could facilitate the migration within 13 months
Upgrade and consolidate a large number of its major clients onto a new digital
workflow platform before the imminent decommissioning of the legacy platform

SOLUTION

Migration to both ITSM Toolsets and SOM (Storage Operations Manager) Archive
New ITSM component was for the first time developed by a supplier, not internally
Completion of data analysis and evaluation to address specific requirements
including limitations
Development of a blueprint for mainframe migrations to future model ITSM
Creation of a first ever model in HPE of a shared LPAR migration

RESULTS & BENEFITS

Migration of ITSM workflow components to HPE’s future model ITSM

Soitron provided HPE with an end-to-end solution to facilitate an urgent legacy migration project involving 37 of HPE’s largest customers in North and Latin America

Rapid response to help HPE migrate key clients to a new service portal

Soitron approached the project with such confidence and the team was motivated to do a good job. We started withan environment that had
not been maintained properly for some time, with much of the data being outdated. We took that environment and cleaned it up and brought the information up to date. We also created excellen project documentation
which can be used for future migration activities and ensure smooth ongoing operations. We are very proud of what was achieved by this team.”

Case study was published 15.08.2017

REQUIREMENTS

Consolidate legacy tooling within six months
Migrate EMEA businesses off the old legacy tools and onto the new go forward tool, the ‘End User Access’
Introduce a more effective and efficient operations model that would ultimately simplify the customer on-boarding process

SOLUTION

Tailored presentation packs to enable the account and client teams to clearly understand the scope of the project
Pre-migration surveys to collect key functional requirements at the very beginning of the project to prepare an agile approach for every migration
Trainings and user guides tailored to meet every account and client specific case to secure smooth post migration operations and painless transition

RESULTS & BENEFITS

160 accounts streamlined to 49 active accounts

Made it easier for HPE to provide a top quality service in order to cater for clients’ bespoke needs

Highly improved customer service and overall client experience

Unique personal relationships were formed and the solid engagement resulted in much needed trust

When one of the world’s largest chemical companies appointed Hewlett Packard Enterprise (HPE) to take over its Managed Service contract, HPE needed to complete a highly complex full-service global integration without its client providing any engineering support.

However when HPE was instructed that it couldn’t utilise its proprietary ITSM solution, it needed to find a way to integrate its HP Service Manager (HPSM) with its client’s existing SAP system. The big challenge was that these two systems were incompatible and unable to communicate with each other. Soitron was brought on board to handle the project on the behalf of HPE, and took on the challenge from start to finish.

With a tough challenge presented to them, Soitron was instrumental in leading this project and creating a realistic solution.
While understanding HPE was a real benefit, it was also the ability to problem solve and think out of the box that made this project a success.

Kerstin Gieb,
EMEA Project Delivery Manager, HPE

This project demonstrated how Soitron can:

* Integrate multiple platforms together without any business disruption
* Making incompatible systems work together
* Handle complex and challenging projects while adhering to very tight deadlines
* Problem solve to the very highest of industry levels
* Design scalable solutions for any volume of transactions

An ITSM transformation programme like no other

REQUIREMENTS

Get the entire Royal Dutch Shell business migrated to the new, future-proof HPE
platform
Find the right ITSM tools to migrate to the new HPSM platform as soon as possible
Achieve the migration without any negative impact to Shell’s Businesses

SOLUTION

Migration to both ITSM Toolsets and SOM (Storage Operations Manager) Archive
Lead the Shell transformation from start to finish in a limited time
Handle a massive data set, numerous interfaces to external systems, a vast range of internal and external stakeholders and through all this change and transition, maintain a seamless service

RESULTS & BENEFITS

More than 20 non-financial benefits were realised across the Shell and HPE businesses

Monthly operational cost reduction, which recovered programme cost in approximately five months

Completion of this programme allowed HPE to initiate the shutdown of the old system

Final timeline and costs were significantly lower than equivalent and even smaller Programmes

Requirements

* A stable local partner who will participate in the start-up of a global IT centre and ensure recruitment as well as the overall flow of human resources;

* Continuous cost reduction and streamlining of services after the start of cooperation.

Solutions

* Change of contract from personnel leasing to a service model (the customer does not pay according to the number of employees of the centre but according to the amount of services used);

* Reduction of unit price of the provided services and quality improvement by increasing productivity, motivation, and commitment of external staff.

” While existing model was suitable for the early stage of the relationship it shortly
showed to be suboptimal to meet HP needs, as it did not stimulate the
environment of continuous productivity and quality improvements, neither it provided scalability and all that was critical for the overall success. As Soitron gained the deeper
knowledge of the HP environment, tools and processes, and become knowledgeable
of true HP needs we have decided to move out of the staff augmentation model towards service based delivery. “

Miloš Horvát
Enterprise Services Manager at HP

Case study category: Other

Rapid and high-quality ITSM implementation

Rapid and high-quality ITSM implementation

REQUIREMENTS

SOLUTION

RESULTS & BENEFITS