Service Management Excellence in Hi-Tech
Managing network storage projects, quality assurance, and maintaining audit readiness
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.
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.
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.
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.