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IT Solutions: IT Service Management & Platform Transformation

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IT Solutions: IT Service Management & Platform Transformation

Customer Challenge

Our customer, a leading organisation, aimed to realise their CIO’s vision for modernising Service Management through a large-scale transformation program. Key challenges included:

  • Legacy Technology Debt: Outdated and obsolete IT Service Management (ITSM) technologies needed refreshing.
  • Disparate Business Processes: Inefficient and inconsistent processes across multiple businesses in Australia and New Zealand.
  • Emerging IT Strategies: The need to support international expansion, cloud-first initiatives, and As-a-Service consumption models.
  • Future Roadmap: Establishing a foundation for advanced service management capabilities, including Asset Management, Reporting enhancements, CMDB consolidation, and Orchestration.

The goal was to consolidate and standardise processes for IT Incident, Change, Problem, Request, and Knowledge Management while migrating to a modern, scalable cloud platform.

Our Role

At Australian Sentinel, we were engaged to lead this transformation, providing end-to-end expertise to:

  • Define the transformation approach, delivery methodology, and benefits realisation plan.
  • Augment the customer’s project teams to deliver business analysis, process synchronisation, organisational change, communications, training, design, configuration, and testing.
  • Provide platform management and production support to ensure a smooth transition and operational maturity.

Our Approach

We implemented a structured and collaborative approach to deliver measurable value:

  1. Analysis and Discovery
    • Conducted a thorough assessment of existing processes, technologies, and pain points.
    • Identified opportunities for consolidation, standardisation, and modernisation.
  2. Architect, Design, and Build
    • Designed a unified business process framework for IT Incident, Change, Problem, Request, and Knowledge Management.
    • Migrated to a leading cloud-based ITSM platform with an As-a-Service consumption model.
  3. Transformation
    • Consolidated multiple processes into a single, streamlined workflow.
    • Decommissioned legacy applications, reducing complexity and technical debt.
  4. Optimisation
    • Enhanced operational efficiency and employee experience through simplified processes and systems.
    • Provided ongoing platform management and production support to ensure stability and scalability.
  5. Future Roadmap
    • Established a foundation for advanced service management capabilities, including Asset Management, Reporting enhancements, and CMDB consolidation.

Outcomes Delivered

  • Rapid Transformation: Consolidated multiple processes into a single, standardised workflow deployed on the ITSM platform in under 14 weeks.
  • Legacy Decommissioning: Decommissioned multiple disparate applications, reducing complexity and costs.
  • Improved Efficiency: Simplified processes and systems led to significant improvements in employee experience, productivity, and cost reduction.
  • Operational Maturity: Enhanced Service Management functions, making them more relevant, engaged, and aligned with business goals.
  • Scalable Foundation: Established a robust foundation for future service management roadmap activities, including Asset Management and Orchestration.