"Congratulations to all for their outstanding work. I know the success of this tremendous effort is due to the commitment of the entire Patni team...An excellent example of cross-functional collaboration and effective project management continues to look very good. Keep doing it!" General Manager - Customer Service
One of the Largest Investor Owned Utility Companies in the US
Case Study
Patni helps a leading Information Services Company to achieve a higher level of ITG Maturity through IT Governance Strategy and Roadmap Consulting
Leveraging its IT Governance competency, Patni enables the IT organization of an information services company to perform a comprehensive assessment of its current level of ITG Maturity to create and target a roadmap to achieve a higher Maturity level.
The Client
The client is the Information Services Organization for a Fortune 50 Company.
The Challenge
The customer was primarily facing challenges with information handoff between different Teams handling diverse responsibilities within the IT Organization. This was compounded by lack of a Release Management process and no streamlined decision making or automatic visibility and accountability into current status of incidents and service requests.
The Solution
Patni partnered with the customer to lay out a Roadmap to implement
the new ITG Strategy that was evolved after an initial ITG Maturity assessment. Patni solution included the following:
Development of a Pilot Plan Approach for subsequent implementation
Workshops and awareness sessions for the end-users alignment to IT Governance
A detailed study of the key operational processes like:
General Work Request – ‘Keep the Lights On’ activities
Shared Service Work Request – Collaborative Joint Team Work
Incident Management Request – IT Incidents
Release Management Process – For structured releases
Proposal for a governance structure, processes and relational mechanisms to augment existing applications and the new IT governance system.
The Technology
Tool : ITG Assessment Framework
The Benefits
The IT Governance implementation brought the following benefits to the
customer.
Improved hand-off between functionally different teams
Knowledgebase for all the IT incidents along with their resolutions
Improved visibility and tracking
Release Management process resulting in less overhead work for shared services team
Configurable system that allows various application and shared services teams to use application or service specific data attributes within the process and reporting ability on the same
