Challenges
- Manual Triage: Ticket routing and categorization were handled manually, causing delays.
- Fragmented Portals: Disconnected tools across IT, HR, Procurement, and Dealer Support.
- Limited Automation: Basic workflows lacked a scalable automation layer.
- Siloed Systems: No integration across Infor, Infor HR, SCCM, Intune, and LogicMonitor, leading to manual data handling and disconnected operations.
- HR Privacy Risks: Shared mailboxes and lack of data ring-fencing created privacy concerns.
Solution Delivered
- ITSM Implementation: Standardized Incident, Request, Problem, and Change Management.
- Dealer Portal: Implemented Entra B2C SSO with entitlement-based access and case management.
- Custom HR App: Enabled secure HR cases, JML automation, and lifecycle events.
- Unified Employee Portal: Created a single portal for IT, HR, Procurement, and Aftersales.
- Enterprise Integrations: Integrated Infor, Infor HR, SCCM, Intune, and LogicMonitor to automate data exchange and eliminate manual handoffs.
- CMDB & CSDM: Established a foundational data model for scalability and governance.
Benefits & Outcomes
- Automated Operations: 55% of service catalog items automated via Flow Designer and Integration Hub.
- Faster Resolution: Improved MTTR with real-time dashboards and accurate reporting.
- Scalable Platform: Built a future-ready architecture supporting AI and advanced automation initiatives.