Adherence with SIAM
Achieving 99% SLA
Adherence
with SIAM
- Client: Automotive Supplier
- Client's Industry: Automotive
- The Challenge
The client was facing challenges with fragmented IT service management due to multiple service providers operating in silos. Key issues included:
Lack of a single point of ownership for IT service governance.
No visibility or control over IT budgets.
Difficulty in tracking SLAs and performance metrics.
IT processes were unstructured, leading to hundreds of major incidents per month
Consolidation of 150 data centers down to 50 created an overwhelming volume of changes (~700 per week) that required streamlined processing.
Lack of a single point of ownership for IT service governance.
No visibility or control over IT budgets.
Difficulty in tracking SLAs and performance metrics.
IT processes were unstructured, leading to hundreds of major incidents per month
Consolidation of 150 data centers down to 50 created an overwhelming volume of changes (~700 per week) that required streamlined processing.
- Our Approach
Transition & Optimization: Took over SIAM operations within a tight timeline of one
month.
Process Standardization: Evaluate and
replace process for Major Incident, Incident,
Problem, and Change Management
Transition & Optimization: Took over SIAM operations within a tight timeline of one
month.
Process Standardization: Evaluate and
replace process for Major Incident, Incident,
Problem, and Change Management
Continuous Improvement: Implemented ongoing monitoring and enhancements to
adapt to evolving business needs.
- The Impact
The transformation delivered measurable improvements in IT operations:
Major incidents reduced from hundreds per month to single digits.
99% SLA adherence, exceeding the initial target of 97%.
99% SLA adherence, exceeding the initial target of 97%.Improved visibility with real-time dashboards providing a single-pane-of-glass view
Process enhancements led to the addition of Availability, Capacity, and Service Request Management.
Faster issue resolution through standardized ticket prioritization and workflow automation.v
Effective Stakeholder Communication by improving collaboration and alignment among key stakeholders, ensuring smooth project execution and decision-making.
