Challenges
- High System Availability: Maintain high system availability across distributed locations.
- Rapid Resolution: Enable rapid identification and resolution of IT service interruptions.
- Unified IT Service Management: Provide a single system for service requests, incidents and change management.
- Streamlined Facilities Management: Streamline facilities management across multiple international offices.
- Seamless Experience: Deliver a seamless employee and visitor experience from entry to exit.
Solution Delivered
- IT Service Management (ITSM): Centralised service request and incident management.
- Change Management: Structured, auditable change management processes.
- JML Workflows: Standardised joiner, mover and leaver (JML) workflows.
- Facilities Management (Custom Application): End-to-end facilities request management.
- Regional Coordination: Improved coordination between operations teams across regions.
Benefits & Outcomes
- Improved Service Availability: Enhanced operational continuity and service availability.
- Reduced Business Risk: Standardised and well-governed change processes reduced business risk.
- Enhanced Facilities Management: Improved the global facilities management experience.
- Greater Operational Visibility: Increased visibility across all locations.