Overview
Our client, a European multinational conglomerate, is a global leader in the design and sale of ready-to-assemble furniture, kitchen appliances and home accessories. They faced several challenges related to inefficient code deployment and a lack of coordination among multiple development teams. This resulted in incidents that impacted the stability of their services and increased incident counts. They sought HCLTech to streamline their IT processes and optimize platform performance.
The Challenge
Unreviewed code deployments and team coordination gaps
Our client encountered the following issues:
- Code deployment without review: Deploying codes/configurations directly to production without review caused major incidents and increased the incident count
- Lack of coordination among development teams: Multiple development teams working independently led to the use of poor scripts and the absence of best practices, which in turn caused major issues in system performance
The Objective
Streamlining development and optimizing IT operations
Our goal was to create a more coordinated development environment, streamline IT operations and optimize resource allocation to reduce incidents and improve system stability.
The Solution
Optimizing resource allocation and IT operations for stability
We implemented the following key solutions to address our client’s challenges:
- ITIL activity monitor: We developed custom logic to track the activity of 4000 ITIL users to ensure that only active users-maintained licenses. This helped optimize license utilization and ensure resources were allocated efficiently.
- ServiceNow project support: We set up an 8x5 support schedule in CET, with on-call support for P1 and P2 incidents. The hybrid model combined offshore BAU operations with onshore client collaboration for platform administration.
- Request management optimization: A Proof of Concept (POC) was conducted to enhance the efficiency of request handling, reducing technical debt.
- Incident trend analysis: We conducted a thorough analysis of incident trends and recommended establishing a Tech Review Forum to review all changes before production deployment. This would reduce conflicts between shared components, improve system stability and alleviate support workload.
The Impact
Optimizing IT for a seamless and efficient employee experience
On implementing the right solution, we have achieved noticeable improvements, including:
- Optimized ITIL license usage: By removing unused licenses, resource allocation was optimized, ensuring a more cost-effective approach.
- Enhanced request management efficiency: The POC on Request Management improved request handling and reduced technical debt.
- Reduced incident trends: The creation of the Tech Review Forum helped minimize conflicts between development teams, leading to fewer incidents and a more stable production environment.
- Improved ServiceNow platform management: These initiatives resulted in a streamlined and more efficient ServiceNow platform management for our client, boosting overall operational efficiency and employee experience.
