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Project - A leading provider of automotive financial services required transition of Information Technology support services based on a mix of in-house and vendor provided services to a Service Provider support model. The scope of the project included migrating Service Management disciplines in Incident Management, Problem Management, Change Management, Release Management, Capacity Management and Asset & Configuration Management, in addition to general service offerings in IT infrastructure support. Client Challenge - IT services needed to be migrated and operational within a contractual 4 month timetable. 75% of the original IT staff was also to be replaced with the new Service Provider company. Documented policy and procedures existed but some information critical to the transition were ‘tribal knowledge’ and a significant amount of knowledge transfer needed to take place to ensure a smooth transition of services. Furthermore, a substantial redesign of processes as well as deployment of new IT Service Management tool was necessary for conformance to ITIL (Information Technology Infrastructure Library) best practices. Creek Systems Solution - The solution involved retaining key ‘high value’ Creek Systems employed staff members with a solid understanding of the IT Service Support and Service Delivery process with respect to ITIL best practices. Creek Systems staff was critical in the knowledge transfer, training of new IT staff members, fine tuning of tools and processes and reporting to management on the efficiency and performance of the operational environment. Creek Systems resource was instrumental in minimizing risks during the transition and ensuring a smooth transition of services to the business customer. |
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Other Case Studies:
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