Modernising IT infrastructure and enhancing Service Management

Client

A global based client operating across several entities moving to a cloud-based platform and merging service desks.

Challenge 

The client had not had any significant IT updates or improvements in over 30 years and used an on-prem data centre, which was maintained by the local support team, who left the client early in the program. The local IT  team had documented very little of their processes and a number of essential but complex manual processes were carried out by the team regularly. Due to their relatively low comfort with technology, the user base was highly reliant on the support team and had reservations about moving to a more remote support way of working. 

Airwalk Reply was engaged to provide expertise and support the migration of the legacy on-premise data centre into the Microsoft cloud and to transition Service Management to an existing in-house team with its own users and processes. We were also engaged to provide interim management of the existing service once the onsite team left.

Solution 

Airwalk Reply built the service foundations to support the in-house service desk in running the new platform. Standard processes were documented, aligning with the in-house service desk’s existing processes where possible and improving as needed; this ensured a smooth transition and integration. Through discovery, we identified existing processes that presented opportunities to introduce automation; this, alongside the introduction of modern ways of working, meant that users were no longer as reliant on the support team, reducing the number of tickets being raised. 

Knowledge transfer sessions were held, and documentation was updated to support the handover of all aspects of support for the new cloud tenant and migrated applications and data.

Outcome

By working closely with the in-house service desk and understanding the user requirements, we were able to implement key ITIL processes that aligned with their current ways of working, reduce the dependency on the service desk through automation, and improve the user experience. In addition, we completed a service maturity assessment, which enabled us to identify areas of improvement in their overall service. From this, we produced an improvement roadmap to support the client on the next steps of their digital journey.
 

Client Feedback