Streamlining IT Service Management & Resource Management

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Challenges

  • Limited Resource Visibility: PMO lacked clear visibility into resource capacity against the project roadmap due to reliance on spreadsheets.
  • Inefficient On-Call Scheduling: Inefficient on-call scheduling due to lack of Outlook sync and manual shift, time-off and coverage management.
  • No Demand Prioritisation: No demand scoring or prioritisation model, resulting in limited visibility for IT teams to identify and act on high-priority demands.

Solution Delivered

  • Resource & Portfolio Planning: Implemented a timesheet portal to capture daily resource workload, along with dashboards to enable better tracking and portfolio-level planning.
  • Automated On-Call Scheduling: Automated on-call scheduling using ServiceNow–Outlook (ICS) integration for real-time shift, time-off and coverage updates.
  • Demand Scoring & Automation: Implemented demand scoring with a 4-factor model, enforced phase gates and automated project creation.

Benefits & Outcomes

  • Improved Workflow Accuracy: Clear state synchronization across SCTASK, RITM and Request improved workflow accuracy.
  • Efficient On-Call Management: Real-time scheduling reduced manual effort and scheduling conflicts.
  • Faster Decision-Making: A clear, prioritised IT demand pipeline enabled faster decision-making.