IT Transformation Program to enhance Silent Running of IT operations for a European Telecom and Broadcasting Regulator
Overview.
The client is the regulator and competition authority for a European nation's communications industry. It regulates the TV and radio sectors, fixed line telecoms, mobiles, postal services, plus the airwaves over which wireless devices operate.
Our client was dealing with ineffective IT processes, an aging infrastructure, and subpar support from the incumbent vendor. The absence of effective change management had led to unpatched systems, pending SAP updates and legacy applications without source code maintenance resulting in over 20 major incidents monthly, which led to dissatisfaction amongst the users.
Solution.
We collaborated with the client's IT team to implement robust IT Service Management (ITSM) processes based on a comprehensive assessment of the IT landscape and existing processes. We implemented the following changes as part of the assessment.
Introduced an ITSM tool aligned with ITIL processes (change, incident, request fulfillment, and problem management) and established a robust process for efficient planning, impact analysis, and swift turnaround of changes.
Executed a risk-managed plan to update SAP to the latest supported patch levels.
Modernized the IT landscape by introducing server virtualization on the VMware platform and decommissioning redundant systems.
Upgraded network devices and links for enhanced resilience and business continuity.
The Impact.
Faster turnaround for minor changes (@1300 RFCs per year), increased reliability (< 0.5% failed changes), and a reduction in major incidents.
Increase in request fulfillment numbers, updated and patched servers and applications, and an improved security posture.
Reduced IT hardware footprint.
Key Highlights
High user satisfaction (>90%) and a perfect VOC score of 10/10, which led to winning the ‘Impact Awards’ for outstanding performance (8-10 each quarter) organized by the customer.
