ITSM Hub and Spoke

industry/bank/2013/2014

Project Goal
To create a unified ITSM platform which will improve the speed and quality of the provided services, remove silos within the organization and improve the end customer satisfaction.

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Project Scope
The project goal was to establish an ITSM platform between several companies within an international Telecom group via an integration of several ITSM and CRM tools and the BMC Remedy on Demand solution provided by BMC. The platform had to allow for a predefined set of actions to be executed regardless of the parties involved. The logic in the Hub had to allow for an easy onboarding of new and retirement of out-of-date systems.

Approach
The project was divided into two phases: Integration Design and Integration Development

Activities and Deliverables

Integration Design
> Created and provided initial integration design proposal
> Created final design documentation
> Coordinated the approval of the design documentation between all parties

Integration Development
> Managed the development of all integration interfaces including internal and external resources
> Escalation point regarding all project related issues
> Weekly meetings set up and status reports preparation

Result
A hub and spoke architecture was created which allowed the customer to make full use of its current ITSM and CRM tools. All systems in scope were successfully onboarded and plans were made for new joiners. The incident creation and resolution times were improved significantly and the end user satisfaction has increased. The desired ITSM platform has proven to be a great success.

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