Key enablers to accelerate the ITSM consolidation program

  • Posted by prodapt
  • June 6, 2018 2:47 PM BST
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With the growing trend of mergers and acquisitions, new technology adaptations, geographical expansions across the world, the need for ITSM systems and process consolidation has become imperative. Every digital service provider’s (DSP) application landscape consists of multiple systems for performing diverse functions. Managing disparate systems reduce operational efficiency and involve huge effort and cost.

With the growing trend of mergers and acquisitions, new technology adaptations, geographical expansions across the world, the need for ITSM systems and process consolidation has become imperative. Every digital service provider’s (DSP) application landscape consists of multiple systems for performing diverse functions. Managing disparate systems reduce operational efficiency and involve huge effort and cost.

Common challenges faced in such distributed ITSM environment are given below

Lack of a unified process: Using a set of redundant processes for performing the same service management functions. Absence of single, unified process is the main challenge.

Lack of integrated dashboard view from multiple systems:  Swivel chair mechanism for obtaining multiple dashboard views decreases the productivity of the operations team. The absence of a unified heterogeneous view decreases the ability to identify underlying issue across multiple systems.

Lack of centralized KPI reporting: Unavailability of key performance indicators & quality indicators in consolidated view and not having centralized mechanism in place for monitoring system resources.

Following are the list of key accelerators, which are recommended during consolidation of multiple ITSM systems with complex integrations.

  1. Interface specification template

Comprehensive interface specification template is a design document which has relevant details for system integrator, on how the third-party integrations can be easily performed with ease. Creating a common interface specification template is really a complex task. The following parameters should be considered while creating this template:

  • Use cases/services delivered by the system
  • Request and response XML’s
  • E2E data mapping sheets, user parameters mapping sheets
  • Communication protocols, new interface designs, security & data requirements
  • Interface configuration parameters, sample WSDLs and error handlers
  • Supported APIs, exposed web services and WSDL files

Benefits of interface specification template

  • With the presence of interface specification template, the planning and design phase will be quicker during consolidation and integration process
  • Standardized integration specification documents help existing & new affiliates to ease complex integrations with reduced development efforts & time
  • Templates help operational teams to easily integrate the consolidated ITSM with third-party systems
  • An improved system and service availability due to reduced outages
  • Ease of integration with third party vendor products
  1. Unified Service Catalogue

A centralized service catalog enables self-service capabilities in the company, where all the service templates will be readily available at one place, fulfilling most of the standard service requests from the affiliates. It can be readily consumed or reused with minimal customization, enabling faster time-to-market. A sample screenshot of an ideal unified service catalog is as shown below.

 

  1. Prebuilt automated regression suite

It is recommended to have prebuilt automated regression suite that helps to identify functional & non-functional issues faster during development and system integration phases.

  • It helps to reduce the time and effort required for testing by effective reuse of the prebuilt suite, which reduces the overall rollout duration by 20%
  • Human errors are completely removed in regression testing, so the major rollouts can be confidently deployed without concerns
  • Automated regression testing is conducted across development, test, integration, pre-prod, and prod environments thus making the code robust
  1. Real-time monitoring toolkit for efficient operations

An ideal dashboard used for real time monitoring must have recommended capabilities like resource utilization monitoring, concurrent user and license monitoring, outstanding count panel, logs monitoring, and automated reporting for monitoring operations. It enables proactive identification of issues through continuous monitoring and pushes notifications though outstanding count panel. It also helps the operations team in capacity planning during increased load time.Improved service availability is the key benefit of having a real-time monitoring.

Key benefits of ITSM consolidation

  • Cost savings: Around 40% cost savings due to the reduction of operational & licensing expenditure, development cost, and elimination of manual work
  • Reduction in ticket resolution time: Up to 50% reduction in average time spent on analyzing & resolving the tickets
  • Improved process & system efficiency: Improved process & system efficiency due to unified processes and tools (unified ITSM system handles >160 TPS (transactions per second) after consolidation)
  • Reduction in implementation effort: 30% reduction in implementation effort due to unified processes across the organization. This results in faster onboarding of new affiliates, cost reduction, and minimized time consumption
  • Savings on infrastructure: Direct benefits like hardware savings on infrastructure and data center power consumption and indirect benefits such as energy savings & reduced footprint

 

Authors:

Mogan A.B, Manager - Strategic Insights, Prodapt Solutions

Omprakash C, Technical Architect - ITSM Delivery, Prodapt Solutions

Philip Richard D, Technical Lead - ITSM Delivery, Prodapt Solutions

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