Case Study - Strategy & Advisory
Technology consolidation following merger
Laying the groundwork for a new IT Service Management platform for a large planning and infrastructure entity.
The context
Following a merger with two other entities, a major player in the planning and infrastructure sector was faced with fractured IT Services Management platforms and sub-optional service delivery. Until these issues were resolved their IT teams needed to support multiple systems, diverse processes, and lacked complete visibility of service delivery.
The client reached out to Alyve to make sense of how its service operations and multiple ITSM systems (including Remedy) were structured and provide a clear pathway for the business to migrate to a consolidated ServiceNow system.
Our approach
Working closely with the IT and Service Managers, we identified that some components of IT service management has been in place for decades and the overall structure had grown to considerable size and complexity. Given this organic evolution, the organisation's documentation and knowledge of the Environment was incomplete. For that reason, our initial approach was to gain a deep understanding of the ITSM systems, focused on users, workflows, processes, technologies, and the numerous external integrations.
Our analysis provided the basis for recommendations on which components should be migrated, modified, redesigned, or retired. A further set of requirements and recommendations provided a complete framework to enable our client to rapidly migrate to a consolidated solution.
The results
This program has provided the IT teams with a documented “single source of truth” providing transparency and traceability, allowing the future mapping of outcomes to underlying business requirements. Ultimately, Alyve’s analysis and recommendations allowed our client to confidently plan, cost and execute the migration to a consolidated ServiceNow Instance.