Service Management Excellence in Hi-Tech
Managing network storage projects, quality assurance, and maintaining audit readiness
Situation
A large multinational technology and consulting provider was challenged with managing a backlog of technology refresh and micro-code update projects.
Quality assurance and audit preparedness were suffering due to lack of resource capacity and well-defined audit processes.
Problem
Thousands of deployed network devices were behind on patch levels and were no longer supported.
Asset and license databases were not up-to-date with current HW/SW details.
Licensing costs were not being adequately managed and controlled.
Action
-
Mobilized a multi-disciplined team of project managers and deployment managers to address the backlog of assets requiring microcode updates or decommissioning.
-
Managed end-to-end SAN/NAS storage system projects for the client’s new strategic outsourcing engagements.
-
Quality assurance managers were engaged to assess and reconcile asset and license databases.
-
Recommended process improvement initiatives, conducted pre-audits and audit readiness evaluations for the Managed Storage Division.
Results
-
Substantially increased the change record closure rate by more than 8x in the past 12 months reducing the risk of downtime from HW/SW failures.
-
Improved the accuracy of the asset and license databases resulting in higher quality of information and significantly reducing non-compliance.
-
Identified potential cost savings of over $600K in recurring licensing costs.
-
As a result of our teams contribution, the engagement was nominated for and won an internal quality award in 2012.