The Summary
The second largest ministry in KSA plays a crucial role in the country's fiscal policies, budget management and financial regulation. The entity operates under the purview of the Saudi Arabian government and contributes significantly to the nation's economic development and financial governance. However, a multi-vendor environment within the client's infrastructure had given rise to a several challenges. HCLTech partnered with them to overcome these obstacles with a comprehensive single-ownership infrastructure.
The Challenge
The multi-vendor environment within the client's infrastructure created a situation characterized by a notable absence of singular ownership from any of the previous vendors involved, leading to challenges in establishing and adhering to Service Level Agreements (SLAs) for service delivery.
The Objective
The ministry partnered with HCLTech to achieve seamless management of end-to-end applications and infrastructure operations through a unified integrated operating model, encompassing the following key components:
- Streamlined IT operations management with well-defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to enhance operational efficiency and facilitate robust reporting
- Implementation of automated testing and delivery through a Continuous Integration and Continuous Delivery (CI/CD) pipeline to enable agile application development
- Real-time monitoring and comprehensive oversight of IT operations to ensure proactive issue identification and resolution
- Establishment of a comprehensive repository containing a wealth of Knowledge and Experience Database (KEDB), Standard Operating Procedures (SOPs) and comprehensive application documentation
The Solution
Unified IT Operations Management: Implement a centralized IT operations management system that defines and enforces SLAs and KPIs across the organization. This will ensure that operations are carried out efficiently and meet the expected standards.
Automated CI/CD Pipeline:
Develop and deploy a robust CI/CD pipeline that automates testing and delivery processes. This will enable faster and more agile application development, reducing deployment bottlenecks.
Real-time Monitoring and Visibility:
Utilize advanced monitoring tools and dashboards to provide real-time visibility into IT operations. This will enable rapid response to incidents and proactive issue resolution.
Knowledge Repository:
Create a comprehensive repository that includes a Knowledge and Experience Database (KEDB) for storing incident resolutions, SOPs for standardized procedures and detailed application documentation. This will serve as a valuable resource for the IT team, promoting knowledge sharing and faster issue resolution.
By implementing these solutions, we aim to establish a cohesive operating model that enhances efficiency, agility and transparency across all aspects of our client's applications and infrastructure operations. This integrated approach will enable the organization to adapt swiftly to changing requirements and maintain a high level of operational excellence.
The Impact
A 35% reduction in infrastructure and operations costs, contributing to improved cost-efficiency and resource optimization
A noteworthy 10% reduction in average handle time, resulting in enhanced operational productivity and quicker issue resolution
A remarkable 50% increase in first-level resolutions, indicating higher efficiency in resolving user issues at the initial contact point
A substantial 70% increase in user adoption, reflecting improved user satisfaction and engagement with the implemented solutions
A substantial 40% increase in responsiveness to market demands, showcasing the organization's agility and ability to adapt swiftly to changing market requirements
These outcomes underscore the positive impact of automation on both operational efficiency and customer satisfaction, positioning the organization for continued success in its competitive landscape.
reduction in infrastructure
reduction in average handle time
increase in first-level resolutions
increase in user adoption
increase in responsiveness to market
