iCore Ltd
Keeping businesses moving …
ManageEngine was chosen as the company’s new ITSM toolset, which in order to meet the organisation’s objectives, needed to be landed quickly and efficiently in a relatively short period of time.
Due to the tight timescales, resource constraints and needing to ensure the new toolset was set up, configured, and embedded effectively so that key short and medium term ITSM goals could be achieved, our client quickly recognised that external help was needed from a partner with a proven track record of helping companies in a similar situation, and who could own and drive the implementation in its initial phases.
After a series of discussions to fully understand the brief and what was required, iCore were delighted to be chosen as the partner of choice for this engagement and were tasked with the following –
In order to shape the engagement and focus on the key drivers for success, iCore took the lead in a series of workshops. The outputs were:
To ensure the engagement fully met its objectives, the approach taken during the initial discovery and data gathering phase included the creation of a detailed and prioritised set of user stories across all core service management processes. Building the requirements around user stories provided a modern approach which allowed iCore to focus on key priorities, value to the stakeholders and the business, particularly opportunities for greater efficiency and streamlining.
The processes selected were those that would most directly improve customer experience: Incident Management, Problem Management, Request Fulfilment and Change Management. Integration requirements with existing key processes such as Asset and Event Management were captured, recognising that such processes need to work in harmony to deliver successful outcomes.
With a fully defined project plan and set of user stories agreed and in place, iCore continued to lead on the implementation of ManageEngine, along with all associated operating procedures, training materials, KPI’s, reports and dashboards.
Throughout the engagement, the lead iCore consultant carried out a series of activities to ensure the right results were delivered. These included:
At the end of the engagement, iCore held a number of sessions with the Global Service Delivery and Operations team to review the final set of deliverables, the long-term improvement roadmap, overall success of the project and agree any handover actions to the operational teams.
The client engagement and completion of the ITSM ManageEngine implementation, resulted in several key benefits and value outcomes including:
