Case Study: Transforming IT Service Management in a Strategic Acquisition

Client: A rapidly expanding French company through the acquisition of a competitor
Objective: Reduce operational costs, consolidate IT infrastructure, and prepare for cloud migration
Industry: Distribution and online services
Challenge: Integrate two IT systems, stabilize the IT environment, and outsource operations to an offshore service provider

Background and Initial Challenge

During its acquisition, our client acquired a large customer base and a technologically advanced information system. While this new environment was more modern, it experienced several instabilities, contrasting with the stability of the client’s existing infrastructure. The choice to migrate to this newer system was driven by a need to reduce costs and to outsource management to an offshore service provider, aiming for optimization with a future cloud migration in mind.

Simultaneously, a prominent French firm had been initially hired to develop a cloud infrastructure. However, due to a lack of preliminary assessment and understanding of the challenges, the project stalled, leaving incident management unresolved.

Nuageup’s Intervention: Methodology and Key Steps

Objective: Establish a stable and operational service management strategy to support the client through the transition and streamline processes before any cloud migration.

1. IT Service Management (ITSM) Structuring

   • Diagnostic and Process Analysis: We began by assessing existing processes and workflows. A comprehensive ITSM structuring was recommended to build a sustainable and well-governed service management framework.
   • Implementing ITSM with ITILv4: We organized processes around ITILv4 best practices, focusing on:
     • Identifying and modeling key processes, such as incident, change, and configuration management.
     • Creating runbooks for routine tasks to ensure continuity and standardized operations.
     • Automating SLA management to ensure commitments to users are met.
       
       
       

2. Supporting Service Management and Structuring Operations

   • Gradual and Controlled Outsourcing: We integrated the service provider as Level 2 support over six months, allowing for incident management while training their teams on client-specific requirements.
   • Training Local Teams in France for Service Delivery Management: This training helped establish a structured control center to plan and coordinate operations.
   • Monitoring Tools and Reporting: Following our recommendation, the service provider implemented their monitoring tools, enhancing visibility and incident response capacity.
     
     
     

3. Unifying Development Teams and Streamlining Operations

   • Unified Management: Development teams for both systems were consolidated under a single direction, redirecting efforts to improve a single system rather than maintaining two parallel platforms.
   • Aligning Development and Operations Processes: A shared incident and change management repository improved efficiency, reduced intervention times, and raised the quality of deliverables.

Results and Achieved Benefits

After one year of transformation:

• Reduced Incidents and Maintenance Costs: ITSM structuring and system consolidation led to a significant decrease in incidents. Trained teams could prioritize effectively, ensuring SLA compliance.
• Optimized Operational Processes: The offshore management approach proved viable. With an effective control center and well-defined processes, the service provider now effectively handles critical operations.
• Deferred Cloud Migration: The client found that the stabilized environment maintained by the service provider met reliability and cost goals, avoiding the complexity of an immediate migration.

Recommendations and Best ITSM Practices with ITILv4

For companies undergoing a similar transition, Nuageup recommends the following approaches:

• Evaluate Process Maturity: Before committing to a new infrastructure or provider, assess process maturity and the organization’s adaptability.
• Structure with an ITILv4 Framework: Implementing key processes based on ITILv4 fosters better integration across teams and clarifies roles and responsibilities.
• Gradual Outsourcing and Controlled Delegation: Integrating a service provider step-by-step, beginning with support roles and expanding gradually, often yields better outcomes.
• Foster a Culture of Continuous Improvement: Each interaction with the service provider or internal teams should allow for process adjustments and improved incident responses.
  

Conclusion

This case study demonstrates Nuageup’s pragmatic and progressive approach to digital transformation during a strategic acquisition. We believe that the key to success lies in understanding real needs and optimizing processes before making significant investments or changes. By asking the right questions and adopting ITSM best practices, we enabled our client to achieve optimal operational efficiency while maintaining stability and controlling costs.

Certified in ITILv4 and a ServiceNow ITSM partner, Nuageup assists with urbanization and consolidation of information systems for solid and effective production management. We also bring a proven methodology to IT Offshoring projects to ensure successful and controlled outsourcing. Contact us to arrange a free workshop and discover how our solutions can transform your IT service management.