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About the client:
The client is an American insurance company and is the largest provider of supplemental insurance in the United States, providing financial protection to more than 50 million people worldwide.
Business Needs
The client was facing operational challenges while utilizing the concepts of Configuration Management to build and manage their CMDB (Configuration Management Database), leading to:
- Ineffective control
- Inadequate visibility from business services to IT components
- Delay in transformation project
- Operational overheads
Solution
Assessment of existing landscape, for shortfalls and gaps. This comprised:
- Utilized custom made assessment toolkits
- Consultative dialogues
- Including learned inferences on the existing state, while educating the client on ITSM principles and their practical implementations
- Creating a thorough roadmap and plan for future state transition and delivery
- Transition and delivery, focusing on improving customer maturity in the ITSM space, to improve service management, including:
- Centralized governance models with defined roles and responsibilities
- Configuration Management System, integrating CMDB and other federated data sources
- Baselining of CI (Configuration Item) data with defined standards, for core and extended information
- Integration of use cases for impact assessment and service observability
- Integration with other ITSM processes
- Audit and exception management
Benefits
The Mindtree team was able to standardize configuration management and inculcate the culture of process-based thinking in operations, leading to:
- Stable operations, with reduced overheads
- Greater observability, thus paving way for transformation initiatives
- Enhanced reporting for faster and learned decision-making
- Inculcating a process-driven mindset for further improvement initiatives and projects
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