The company needed to complete a complex migration on a tight deadline to avoid millions of dollars in post-contract fess and fines.
Operating excellence in high-critical business processes in the renewable energy sector
Industry: Renewable Energy
Together, we found a solution to outsource IT operational services across a highly critical business process over an entire architectural landscape managed 100% in-house by the client team.
Client needs
The client wanted to find a solution to ensure that all applications across the architectural landscape are being monitored. Any incident will be reported to the internal or external product team handling the L3 support on each critical application.
The Challenge
Our main challenge was finding a solution to transition the operation services of all 24 applications gradually across 12 months without affecting the current running business process and without an existing written operating procedure, only a partially available product documentation and architectural workflows. It is worth mentioning that not all applications were monitored in the past, and each incident was handled rudimentarily without SLA’s.
Resources
The resources we provided for these projects consisted of a Service Manager who managed through one-on-one sessions with each one of the business process owners to translate the business process knowledge into custom operating procedures that serve as a knowledge base after going live for each support engineer. The service team also consists of 3 support engineers, 4 L1 and 3 L2, who manage the incident, change, and problem management until level 3 support. (L3 support is managed partially by the client internally for the custom-build components and by the 3rd party SaaS providers.)
Results Achieved
After 3 weeks of service design and 4 weeks of transition, we went live with the first 3 applications. Across 10 months, we managed to operate all 24 applications in a full-service mode with 24/7 availability for monitoring and L1 services and regular business hours for L2.
Due to the critical nature of the applications, all incidents and changes run with tight SLA and provide a small sample for significant incidents. The response time is under 20 minutes.
This case study demonstrates the successful outsourcing of IT operational services for a complex architectural landscape. Through meticulous planning and a dedicated team, the project successfully transitioned all 24 applications, efficient incident management, and the implementation of tight SLAs, all while ensuring minimal disruption to the client’s ongoing business processes.
