energy & utility
About the Client:
Client is one of the largest Australian electricity distribution company. The company owns and maintains power lines, substations and street lights and also manages the largest electricity distribution network .
Business Challenges
- Effort Drain in IT Service Management
- High Operating Expenditure
- Sub optimal usage of Human talents
Our Solution:
- Conducted multiple workshops with Service Desk users and key leadership team members.
- Analyse repetitive IT Operations listed below:
- Onboarding/Offboarding
- Add/ remove access
- Active Directory/ Network Folder
- Email – Share Mailbox, Distribution List
- Remote Access
- Id Cards
- Application Access
- Password Reset
- Onboarding/Offboarding
- Categorize the Areas–
- Simplification – Simplify the process follow by cutting unwanted steps
- Elimination – Eliminate redundant process
- Automation – Automate the process for FTE reduction
- Open Source – TagUI used for reducing Capex
- Secure – Automation through native access management, digitally signed scripts and obfuscation
- Modular – Multi bot architecture to cater to various use cases
- Performance- Ability to scale horizontally based on volume of requests
Benefits
- Reduced the Operating Expenditure by 40%
- Improved efficiency in Ticket management in Service Now
- Lowered wastage of Human talents with automation of the repetitive and mundane ticket provisioning process
- Suggested and help incorporate simplification/ elimination of process
- Drafted the process flows based on the inputs received in various workshops
- Identified User Experience improvement areas in ServiceNow workflows and screens
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