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

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

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

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

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

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.

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