Providing On Target Results
- Biotechnology and Configuration Management
- Retail Manufacturing and Service Catalog
- Higher Education and Change Management
Situation
A leading human therapeutics company in the biotechnology industry with over 500,000 configuration items had been tracking inventory using the legacy Vantive CRM Application for many years. The legacy system was no longer supported by it's vendor Oracle and lacked the features many modern configuration management tools have in the present day. The company wished to migrate it's existing data to a modern solution while having minimal impact to their existing process.
Assessment
SmallCart Systems' expert solutions team combined with the client's existing project resources were given the task of assessing the situation and providing a solution. The software solution of choice was to be HP ServiceCenter, a leading Service Management Tool, and the offering of choice across their existing infrastructure.
Implementation
SmallCart's implementation team worked with the client's system engineer team to replicate the existing functionality of their legacy configuration management tool while adding some desired enhancements that aligned with how they have been currently tracking inventory.
Key challenges faced during this implementation: Terminology Differences, Minimal Budget, and a Short Project Timeline
Results
Success! The project was able to model the company's existing business process to the HP ServiceCenter tool. The organization retired their unsupported legacy system and reduce administration cost by 35%. Moving their process to a modern toolset allowed them to position for future growth and future improvements in their configuration management process.
Contact Us to find out what SmallCart Systems can do with Configuration Managment.
How a national soft drink manufacturer enables employees to request services from their workstations
Situation
A globally distributed enterprise was faced with a challenge of providing technology resources to it's employees in a timely manner. The current implementation of their web based Service Catalog system did not allow the large company to expand or improve on service delivery. The system had reached it's maximum capacity with the version available and the firm wished to move to a Service Catalog system that easily integrated with HP ServiceCenter 6.2. The technically staffed resources at the firm were not experienced with HP Service Catalog, however, they had achieved acceptable training to administer and tailor HP ServiceCenter.
Assessment
The firm concluded that they needed an experienced team to implement HP Service Catalog in a limited time frame and to maintain best practice policies so that future upgrades of the product would not require a re-implementation. The enterprise, chose SmallCart Systems for the technical implementation of HP Service Catalog and modifying the HP ServiceCenter Request Management Interface. SmallCart Systems was chosen from their previous experience in Request Management work and positive reputation of being able to implement projects under a short time frame.
Implementation
SmallCart's technical team was provided with only 8 weeks to implement and train the client's technical team on HP Service Catalog. The Service Catalog product was in it's first release from HP and a number of issues were addressed throughout the implementation cycle. SmallCart complimented with several client resources and another technical services partner to provide a complete Request Management and Service Catalog pilot implementation that could be later utilized in Europe, Asia, and Africa as well as in North America.
Results
In a short timeframe, the technical effort at SmallCart Systems had successfully stood up a pilotable implementation of HP Service Catalog and provided the detailed As-Built documentation for technical reference. Also, SmallCart was able to find a number of issues with the original release of HP Service Catalog that were slated to be patched in Service Manager 7.0. Through developing an integrated implementation approach with the client's technical team they were able to obtain the knowledge of HP Service Catalog for future enhancements and did not risk any development time to the organization throughout it's phased rollout to the global enterprise.
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How a University manages Technology Changes through an ITIL compliant enterprise application
Situation
An Information Technology division of just over 120 staffed employees manages technology for a private University with over 16,000 enrolled students in multiple campuses. The management believed that ITIL wasn't just for large enterprises, but through proper implementation many portions of the framework could be applied to improve their existing processes in IT. After an analysis of the internal processes, they University noticed that their Change processes were not being managed properly. The university's engineers were sometimes changing production environments without adequate approvals and often software changes were causing major incidents throughout the enterprise.
Assessment
The university decided to implement Change Management for their already existing HP ServiceCenter 6.1.2 implementation. In this case, their current staff was well trained in ServiceCenter and could have successfully implemented the Change Module for the organization. However, after an analysis of the cost of pulling their existing resources from supporting the current production modules to implement another module would have led to a decrease in the enterprise support for HP ServiceCenter. The university also knew that they would not need this resource once the implementation of the new module was in place because the existing staff had the capacity to support the module. They just did not have the bandwidth to implement, configure, and work with the project stakeholders to deliver a high quality implementation. The university was losing profits with every unexpected outage.
Implementation
SmallCart used a series of two workshops to identify the needs and how to achieve those needs through implementing HP ServiceCenter Change Management. The implementation consisted of putting together change phases and identifying what actions must take place before the change ticket is moved to the next phase. Security and structure was placed around the process and a change control board was identified to oversee the entire process.
Results
SmallCart implemented on-time and under-budget the change management module for the university. SmallCart's technical team quickly was able to identify issues with the current Change process at the university and make recommendations on how to make full utilization of HP ServiceCenter at their university. The university was able to realize the expensive costs of reallocating their existing staff to the project and by having SmallCart develop the initial implementation the organization's existing implementation was not put at risk.
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Biotechnology and Configuration Management | Retail Manufacturing and Service Catalog | Higher Education and Change Management