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Establishing IT Services Management Processes

Establishing IT Services Management Processes

Client

Client is a European Insurance Major who intended to optimize their IT cost and efficiency by the means of off-shoring identified business projects.

Business Challenges

  • Informal processes for handling user requests (Change Requests), incidents and production problems. This includes activities starting from demand management and following through to release into production
  • Effectively manage the release of changes into the Production environment


HCL Solution

  • HCL leveraged its robust ITSM framework based on ITIL best practices to streamline Incident, Problem and Change Management
    • Assess Phase: As-Is Assessment of the current operating model and existing processes, Identifying Activities and Dependencies, and mapping Activities to relevant Roles by means of a RACI Matrix
    • Align Phase: Process design and procedure definition for the processes in scope
    • Adopt Phase: Process Rollout plan and Process Governance framework
  • Key Deliverables
    • Set up governance structures (Roles and Responsibilities)
    • Created high-level process blueprints for Shared Services
    • Defined KPIs to measure Process effectiveness


Business Benefits

  • Enabled the client to enhance the cost efficiency of operations by leveraging a Shared Services model
  • Client could reduce overall spend by 10-12% over a period of 2-4 months and reduce headcount by 7-10% by role based and skill based consolidation
  • Established a framework using KPIs for monitoring process performance against design objectives
  • Helped formalize accountability for key activities defined in the ISM processes through a RACI Matrix

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