Case study category: ITSM

An ITSM migration with a difference

AN ITSM MIGRATION WITH A DIFFERENCE

Soitron provided Hewlett Packard Enterprise (HPE) with an end-to-end solution to facilitate an urgent legacy migration project involving 37 of HPE’s larges customers in North and Latin America.
Case study was published 17.07.2018

Project summary

Off the back of several highly successful migration projects in Europe, HPE appointed Soitron to manage a complex and important transformation project covering the North and Latin America region.

The urgent project involved a legacy EDS platform that was automatically transferred to HPE after its acquisition in 2008. HPE needed to upgrade and consolidate a large number of its major clients onto a new digital workflow platform before the imminent decommissioning of the legacy platform.

Solution

The successful acquisition of EDS by HPE in 2008 left legacy clients on different IT Service Management (ITSM) models of operation.

EDS legacy clients continued to use their established model of operations based on a legacy infrastructure, tools and processes, while HPE clients were using different models of cooperation based on a new digital workflow platform. However the decommissioning of the legacy platform.

Transaction volumes:

Soitron was responsible for accounts with total ticket volumes across all modules (Service Call, Incident, Problem, Change, Request (IMAC)), amounting to nearly 15,000 per month.

MONTHLY TICKET VOLUMES OF MIGRATED ACCOUNTS:

incidents: 8 279 * changes: 748 * service calls: 4 141 * problems: 103 * IMACS: 1 321

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AN ITSM TRANSFORMATION PROGRAMME LIKE NO OTHER

AN ITSM TRANSFORMATION PROGRAMME LIKE NO OTHER

IT–SMART was a successful IT transformation programme implemented by Soitron across Europe. It involved the standardisation of HPSM legacy workflow suites for 50 of HPE’s leading European clients – all of which needed either upgrading, re-evaluating or closing down, as well as the archiving of transactional data. Soitron completed the project on time and below budget, and proved to save HPE $18.3 million.
Case study was published 17.07.2018

Project Summary

Royal Dutch Shell, one of the world’s six oil and gas “supermajors”, also needed migration to HPE’s new platform. Due to its uniquely large, integrated and complex nature, Shell’s transformation was scheduled after the completion of the IT-SMART programme. Shell’s dependency on a deeply complex IT service involved multiple partners and technologies across the globe.

It was also highly visible and integrated into all aspects of the Shell business and affected in some way each and every staff member from a workforce of 180,000. This meant that if anything went wrong, significant downtime would take place and cause both considerable disruption and cost to the entire global Shell business.  However, the migration needed to take place as Shell was the last HPE customer on the legacy EDS platform and the technology was at the end of its life. Therefore this placed enormous pressure on HPE to migrate Shell to the new platform as soon as possible..

Results

The financial benefits were achieved as envisioned and planned. This led to a monthly operational cost reduction, which recovered programme cost in approximately five months.

The completion of this programme allowed HPE to initiate the shutdown of the old system.

The final timeline and costs were siginificantly lower than equivalent and even smaller programmes.

More than 20 non-financial benefits were realised across the Shell and HPE businesses.

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