Global technology innovation firm implements ITSM support infrastructure to support the launch of a service.
Technology Operations Launching a new service
• Launching a new service with national real-time visibility
• Adding new customers with significant expectations
• Expanding technology infrastructure
BUSINESS CHALLENGE
The Technology Operations Organization (TOO) was faced with launching a new service in support of a major new venue with national television coverage. The venue had numerous innovative technologies all integrated for the first time.
To achieve this objective, it was critical for TOO to have a complete understanding of their current capabilities. From negotiating and defining the new service, identifying and addressing the gaps, and ensuring they could launch that service effectively.
COVESTIC'S SOLUTION
Covestic partnered with TOO to provide IT Service Management subject matter experts to develop a plan and implement the support infrastructure to launch the new service. The Covestic team assessed the current level of organizational IT service management capability and developed a baseline from which to measure improvements. Covestic then worked closely with all stakeholders to optimize and implement processes, service levels, and technology solutions to build the infrastructure necessary for the launch. Covestic facilitate the successful launch and transitioned operations to the staff.
RESULTS
The Covestic team partnered with the TOO to develop a plan, optimize, and implement processes, train staff, and launch the new service without any major issues. The project was completed on time and on budget.
QUOTE
“This is the first major project to launch without any major issues and those that did occur were resolved quickly and effectively.”
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