A Fortune 50 integrated energy company was in need of an ITSM Architect to manage and deliver projects associated with a multi-year ITSM program. The company had initially turned to its preferred vendor for assistance, but they were unable to make any progress on the ITSM program and were struggling to implement even the current version of the tool suite . The vendor referred the company to Effect-Tech for help.
About the Project:
Our strength in architecting complex enterprise systems enabled our strategic consultants to partner closely with the vendor to stabilize the customer's implementation and deliver a seamless transition between their existing ITSM instance and the new one. With that accomplished, the team then set to work on delivering new projects.
After the upgrade, Effect-Tech set out to assist the customer in implementing its ITSM program, which included the following goals:
- Achieve CMDB Level 2 Maturity
- Achieve Change Level 3 Maturity
- Implement Problem Management and Knowledge Management
- Implement of an orchestration platform
- Support a cloud server-based-provisioning effort
- Improve the People process
- Sunset the legacy ITSM system while maintaining access to data
In a role typically held by a company employee, our Senior ITSM Architect provided the experience necessary to deliver on these initiatives. What started as a three-month, single-resource engagement turned into a two-year, multi-resource engagement. Our relationship with the customer is now one of a Trusted Advisor not only because of our ability to accomplish the goals, but deliver with a high level of customer satisfaction and in a manner that was significantly more efficient that those of other service providers. In one instance, Effect-Tech accomplished an enhancement request in only eight days after another vendor could not complete the work after three months.
By providing services that went above and beyond the customer's past experiences, Effect-Tech delivered on the projects associated with a multi-year ITSM program and gained status of preferred vendor with a highly complex Fortune 50 energy company.