Our client is one of the biggest oil and gas conglomerates in India, contributing to around 75% of Indian domestic production. They have been in business for over 60 years, currently employing around 30,000 people.
With decades of growth, they have entered into different ancillary companies and expanded globally. The expansion has led to several offices, branches, desks, and teams spread across geographies. Due to the nature of their work in challenging locations, streamlining their IT service operations had become a critical agenda for the organization.
Once the organization very clearly realized the need for standardizing their service delivery, they had to make a drastic shift in its technology stack, beginning with a unified ITSM platform. Given the comprehensive nature of the platform being offered along with the market-reverence of the product, Motadata ServiceOps was brought in as the technology platform for a firm-wide ITSM change.
We set out to deploy a strategic and comprehensive solution that would take care of all the critical problem statements without stepping over the organization’s constraints. We integrated our Service Desk and IT Asset Management modules to bring out the best possible solution for the O&G giant to take care of its ITSM challenges.
A unified approach to streamlining IT service management challenges
The O&G Corporation was struggling with service management due to manual processes and non-standard legacy systems that were being used to manage expanding modern-day operations. Since the enterprise platform was not updated to the most-recent market-innovations, it was creating bottlenecks in the resource-allocation processes. Valuable personnel-hours were being spent completing repetitive tasks manually which could’ve been automated based on rules and adaptive systems.
Early issue detection was almost unavailable. This made real-time solution design or proactive measuring nearly impossible. Several such avoidable issues were getting escalated into problems and causing systemic damage. To add to these challenges, the corporation’s size, scale, the width of functions, and geographically distributed teams amplified the impact of even the smallest IT issues. So due to security reasons, they required a solution that could be hosted internally, accessed via a web-browser over LAN and WAN.
Motadata ServiceOps is an ITIL compliant solution which has been certified for 6 processes under PinkVERIFY. Apart from following industry standards, our solution is built for scale. It can handle anywhere from 100 to 100000 tickets with a built-in smart load balancer to automatically assign tickets based on the level of expertise, priority, availability, and load of technicians.
Moreover, ServiceOps’ location scoping and department classification feature allows the client to offer the ITSM solution to its geographically distributed branches and departments with granular control of who gets to see what. Our solution also provides inbuilt integration and syncing with AD via LDAP to import all user information in one place from all these multiple branches.
ServiceOps is hosted as a lightweight web application that can be installed internally and accessed via the corporation’s LAN and WAN, as required. It is also available through a mobile app through which users can raise requests, track status, chat with technicians, etc.
Prioritizing demands, aligning assets, and mitigating security risk
The O&G Company has its presence across the nation. This national presence created an obvious problem – it was challenging to maintain an inventory of all the IT assets whether hardware or software. This opened the door to license infringement & underutilization, cost increase, and security risks.
Using ServiceOps’ Asset Management module, we were able to discover and identify all active and inactive assets inside the company’s network with auto-discovery through Microsoft Active Directory and IP Range Networks. To identify assets outside the network, we offered an agent application.
Once the assets were discovered, our platform’s inherent CMDB was used to maintain a centralized repository of all IT assets. Using which, the organization could keep track of all the details for extensive visibility into the relationships and dependencies between all the assets in the network.
By the end of this implementation, the client had a clear understanding of what IT assets it owned, where they were located, what their configurations were, when & how they should be updated, and whether they are being over or underutilized. Furthermore, our service desk is deeply integrated with our IT asset management solution providing the client the capability to relate tickets with their asset inventory for better tracking and analysis.
Change is Difficult. But It Doesn’t Have to Be
Before implementing an ITSM solution, the O&G corporation had no standardized method or procedure to capture and manage IT change requests for applications, patches, OS, rules, etc.
Once the ServiceOps platform was deployed, the client was able to manage changes in their IT infrastructure using our robust change management module. Our change model enabled them to plan, track, and implement changes effectively.
They now had the tools to develop applications, solutions, and patches by causing minimum impact on the infrastructure. Our platform also helped the organization simplify its approval and rollback processes based on clearly defined rules, historical data, and easy collaboration functionalities.
Helping Employees Help Themselves
Since the O&G giant had a lot of employees in different and sometimes challenging locations due the nature of their work, the corporation wanted to make sure that if the employees needed, they had the resources to solve certain small low-level IT issues themselves.
Motadata helped them with this requirement through its knowledge management module which acted as the go-to platform for solving small issues without the employees having to launch a formal request to the ITSM team.
The employees could simply log into the self-service portal provided in our solution, and search for the issue they were facing. By integrating “Google-like” search functionalities, we made solutions that had been uploaded and published, accessible to all the employees in the firm to promote self-service. The organization’s support technicians on the other hand, could now share detailed steps for any issue resolution and link articles to common issues in one place.
Informed decision making through a single pane of glass
Since the company is an important part of the national O&G ecosystem, the management team consistently had to ensure that IT was up & running with minimum disruptions, and issues were resolved in-line with SLAs.
Before employing ServiceOps, technicians would have to create manual reports about issues and send manual updates regarding resolution on top of their daily activity of putting out IT fires. Additionally, the management would struggle to define clear KPIs and measure business operation trends to make data-driven decisions.
Our solution provided a strong reporting module through which management could customize or generate built-in reports presenting KPIs like SLA adherence, statistics related to ticket resolution like average ticket resolution time. It also provided a mechanism to allow only the authorized personnel, based on geography and organizational hierarchy, to access certain reports to monitor service performance and identify problems to make informed business decisions.
Through ServiceOps, the management could now get automated, centralized, and shared updates on resolutions, get notified on SLA breach & measure SLA performance from the platform itself without the involvement of technicians. All of this put together gave the management the ability to exert control on a larger stage, while still having the granular access to each technician’s performance.
Assessing impact by measuring the client’s success
By the end of the implementation process, the Motadata team and the ServiceOps platform had achieved their intended scope. But, the success of the platform is measured by the success of the O&G company.
The O&G company had widely dispersed operations, complex organizational hierarchy, and the structural need for oversight & management control. Despite that, the organization has started observing unprecedented efficiencies in their IT service delivery. The technicians can now resolve more queries at the same time and focus on the more threatening issues in the network. The smaller issues are efficiently resolved with automated work processes. The management has a comprehensive understanding of the enterprise’s resources.
In the past, the Motadata’s ITSM solution had helped clients cut down their service delivery time by as much as 50%. The O&G company is on track to beat that record and get far more lucrative efficiencies, thanks to its scale. With Motadata ServiceOps as its catalyst, the O&G company was able to effortlessly navigate towards a complete digital transformation.
If you are trying to similarly move towards IT digitization, try Motadata ServiceOps free of cost for 30 days.