Strengthening multi-supplier collaboration for a global energy leader
About our client
A global technology and energy solutions leader, operating across more than 250 locations, sought to modernize their IT operations and strengthen governance across their digital workplace ecosystem. With over 55,000 users, 46,000 end-user devices and nearly 2,800 business applications, our client aimed to achieve better control, efficiency and collaboration across multiple suppliers through a structured Service Integration and Management (SIAM) framework.
The challenge
Fostering aligned and collaborative multi-supplier operations
With the expanding global IT landscape, our client faced growing complexity in managing multi-supplier environments and aligning diverse teams under a unified governance model. The absence of standardized practices across regions and vendors led to operational inefficiencies that directly impacted service reliability and user experience.
- Inconsistent SIAM alignment: Establishing a uniform way of working proved difficult in a dynamic client environment where priorities and processes evolved rapidly.
- Limited process adherence and coordination: Disconnected workflows between internal teams and suppliers resulted in a surge of high-priority incidents, affecting business continuity.
- Unrecorded and unauthorized changes: A lack of centralized change tracking led to configuration drift and system instability, increasing the risk of service disruptions.
- Manual data management: Configuration Management Database (CMDB) updates were handled manually, limiting accuracy, traceability, and visibility into the IT ecosystem.
- Unstructured service catalog: The absence of a well-defined service catalog and request framework delayed fulfillment and impeded the organization’s journey toward IT process maturity.
These challenges collectively limited IT responsiveness, hindered governance and created barriers to achieving a seamless, integrated service experience across the enterprise.
The objective
Establishing a resilient and integrated IT ecosystem
To support their expanding digital and energy technology services, our client aimed to create a robust operational foundation capable of sustaining growth, complexity and multi-supplier collaboration. The key objectives were to:
- Align SIAM practices with a dynamic environment: Ensure Service Integration and Management processes can adapt to rapidly evolving business priorities and global operations.
- Implement a process-driven foundation: Establish standardized workflows and governance mechanisms for a greenfield IT environment, enabling consistent, repeatable service delivery.
- Enhance supplier collaboration and compliance: Streamline coordination with multiple external vendors, ensuring adherence to agreed-upon IT processes and reducing operational risk.
- Improve visibility and control: Build a structured CMDB to provide accurate, real-time insights into IT assets, services, and dependencies.
- Elevate end-user experience: Deliver faster, more transparent IT services to improve trust, satisfaction, and overall employee experience across the organization.
This objective framework set the stage for a strategic transformation, balancing process rigor with operational flexibility to drive measurable IT excellence.
The solution
Structured SIAM implementation with HCLTech
We have established a process-driven, integrated SIAM model designed for long-term stability and scalability. Our engagement with the client focused on five key transformation areas:
- Strategic and operational collaboration: Strengthened alignment with key business stakeholders through structured engagement models and continuous feedback loops.
- Process and tool integration: Introduced gap analysis and defect management processes to synchronize workflows between processes and tools.
- Proactive problem management: Implemented predictive monitoring to identify potential high-severity issues early and stabilize the environment.
- Enhanced visibility: Enriched the CMDB with accurate configuration data and discovery-based updates for improved ecosystem insights.
- Supplier governance: Standardized onboarding and offboarding of suppliers, successfully streamlining operations across 11 key partners.
The impact
Driving measurable results and service excellence
Within just 12 months of transformation, our client achieved remarkable outcomes:
- Operational governance: 71.42% reduction in unauthorized changes and a 98% change success rate (surpassing the 95% target).
- Incident management: 80% reduction in P1 and P2 Mean Time to Resolve (MTTR) and 78% reduction in escalation volume.
- Proactive resolutions: 5,900+ incidents prevented through 172 non-recurring solution implementations.
- Process automation: 30% automation achieved in the service request catalog.
- User experience: 95% user satisfaction on IT experience.
Through our SIAM-driven approach, the energy solutions leader successfully built a resilient IT foundation, enhancing visibility, governance and operational excellence across their global digital ecosystem.
