Onboarded 15+ Business Units into ITSM (ServiceNow)
CLIENT:
Major Automotive Remarketer
BACKGROUND:
The client’s Enterprise Operations Center (EOC) supports business units throughout the life cycle of Event, Incident, Problem, and Change Management. Additionally, the EOC helps monitor applications and infrastructure (network, compute, storage, security) by developing, implementing, and monitoring instrumentation software across several platforms.
CHALLENGES:
Through years of acquisitions, multiple business units were either partially on-boarded or not on-boarded to the EOC processes. As a result, Mean Time-To-Identification (MTTI) and Mean Time-To -Recovery (MTTR) metrics were significantly high.
WHAT I DID:
Over a year period, lead a program to integrate 15 business units (BU’s) onto the EOC platform. Approximately three business units per quarter were onboarded. Each BU’s application, network, compute, and storage instrumentation disposition were gathered to assess gaps in monitoring. Instrumentation team members were assigned and collaboratively worked with BU production engineering and application development teams to enhance or develop new instrumentation capabilities using software tools such as New Relic, Dynatrace, Solarwinds, Harvest, and vRealize Operations which generated real-time, actionable alerts for the EOC.
Additionally, BUs were setup (configuration items, change management workflows) and trained on the ServiceNow platform which managed Event, Incident, Problem, and Change Management. In parallel, BU support teams were onboarded to xMatters and Pager Duty to help expedite Incident resolution.
RESULTS:
- All business units successfully onboarded to the EOC platform
- Reduction of MTTR by 37%
- Successful change rate of 99.65