Transformation of IT Operations

Client

The client is a global energy storage solutions company delivering the most advanced battery technologies for various vehicles. The client serves customers in 140+ countries with 50+ manufacturing, recycling, and distribution centers worldwide.

Business Challenge

The company wanted to use its separation from the parent company to segue into transforming its application operations by eliminating operational silos, minimizing risk, and optimizing cost. Its vast tech estate including key functional areas like Procurement, Battery Manufacturing and global/regional areas like SAP, Maximo, Salesforce, Oracle and so on.

LTM Solution

• Leveraged the 4D – Operate 2 Transform Model (O2T) to craft a fit for purpose application operations solution. With the help of the O2T model the LTM team incorporated numerous operational innovations to improve service, efficiency and upskill the team on the latest processes and technologies.
• AI – Infused IT Operations using Mosaic AIOps for real-time monitoring, Guided ticket resolution and Service governance dashboard.
• Monitoring of critical events and identification of failure points in critical applications – Failure Mode and Effects Analysis (FMEA).
• Persona improvements identified and implemented for key business personas.

Business Benefits

• ~ 16% reduction in MTTR with SoPs, cross-training of the L1.5 team, self-service, and effective problem management.
• ~25% reduction in SAP Incidents by implementing the effective monitoring of the critical failure points identified in FMEA, and monitoring through AIOPs
• ~16% incident reduction in mobile applications by performing effective monitoring, enabling problem management through MOSAIC Discovery, and optimizing the business persona and processes.