CUSTOMER DESCRIPTION The client is a leading global airline operator based out of APAC region, employing over 20,000 employees and offering scheduled passenger and cargo services to over 117 destinations in 36 countries around the world BACKGROUND Customer was facing following IT challenges:- Lack of visibility: Limited understanding of IT portfolio and associated cost structures ‘Silo-ed’ Application Support: 12 different teams operating independently to provide application support for associated business units Lack of knowledge and experience on process-based methodologies High user dissatisfaction: due to poor quality of ticket resolution and lack of accurate and real time information to users on status and progress of their requests Lack of agility: Low First line assistance with most tickets redirected to L2/L3 Resolution, low FCR Rates and long turnaround of all requests Lack of robust processes to efficiently manage the overall incident process Severity assignation and issue prioritization not in-line with business needs Lack of a well-defined escalation matrix for business user requests CUSTOMER OBJECTIVES The customer had following objectives:- Value Discovery Application Portfolio Assessments for Rationalization; Application Health Management Assessment of existing IT for opportunities of cost reduction, waste reduction and efficiency improvement Assessment of organizational suitability and readiness for emerging trends Simplify & Modernize your Application Landscape with HCL HCL helps in Technology Transformation through Portfolio Optimization for a leading international airline
Transcript
CUSTOMER DESCRIPTION
The client is a leading global airline operator based out of APAC region, employing over 20,000 employees and offering scheduled passenger and cargo services to over 117 destinations in 36 countries around the world
BACKGROUND
Customer was facing following IT challenges:-Lack of visibility: Limited understanding of IT portfolio and associated cost structures‘Silo-ed’ Application Support: 12 different teams operating independently to provide application support for associated business unitsLack of knowledge and experience on process-based methodologiesHigh user dissatisfaction: due to poor quality of ticket resolution and lack of accurate and real time information to users on status and progress of their requestsLack of agility: Low First line assistance with most tickets redirected to L2/L3 Resolution, low FCR Rates and long turnaround of all requestsLack of robust processes to efficiently manage the overall incident processSeverity assignation and issue prioritization not in-line with business needsLack of a well-defined escalation matrix for business user requests
CUSTOMER OBJECTIVES
The customer had following objectives:-Value Discovery� Application Portfolio Assessments for Rationalization; Application Health
Management� Assessment of existing IT for opportunities of cost reduction, waste reduction and
efficiency improvement� Assessment of organizational suitability and readiness for emerging trends
Simplify & Modernizeyour Application
Landscape with HCL
HCL helps in Technology Transformation through
Portfolio Optimization for a leading international airline
IT Service Management maturity assessment• Assessment of the current maturity level of IT processes that support the delivery of
IT Services
• Design and implementation of a “Best-in-class” Service Center based on industry best practices to improve Service Levels for enhanced customer satisfaction
HCL SOLUTION
HCL partnered with customer on the Application Portfolio Assessment program designed to reduce their overall IT maintenance costs with a focus on consolidating and re-engineering IT systems.
The solution is enabled via an automated web-based tool called Prizm®. The approach is elaborated below.
• Identification of optimization consideration opportunities
HCL used Prizm® as an enabler for enhanced portfolio visibility, agility, sustainability and scalability as follows:
Visibility provided• Collated Inventory of
“Live” and “Obsolete” Applications
• PRIZM™ Enabled Dependency Diagrams
• PRIZM™ Enabled Application Inventory Diagrams to enable Impact Analysis on Portfolio
• Visibility of TCO of entire application portfolio across personnel, infrastructure and other costs
• Visibility of Resource Utilization across IT to enable optimal performance
Agility Delivered • Budget
rationalization for the entire IT Department to enable Transformation
• Alignment of Business Functions to the Application Portfolio
• Establishment of platform for improved Cost Administration
• Recommendations on Process Improvement for increasing delivery efficiency
Scalability PlannedOptimization recommendations in selected areas leading to:• Over 30% of
savings • Over 50%
reduction in Application Landscape
• Automation of manual processes
• Scalable Platform• Legacy Platform
Retirement• Improved
Productivity• Defined Projects
with Business Cases highlighting ROI
• Recommendations for Business Improvement with regard to IT Adoption
Sustainability Provided • Re-Alignment
of Application Portfolio based on functional assessment to conform with revised customer priorities
• PRIZM™ enabled dashboards for on-going monitoring and maintenance of the Application Portfolio
Technology Alignment
Operational Improvement Tangible Benefits
• Rationalization of IT Spend and platform for optimized spend administration
• Removal of redundant applications existing as a result of M&A Activities
• Improved alignment to defined enterprise architecture guidelines
• Associated improvements in infrastructure landscape
• Approx. 60% Portfolio reduction opportunities
• 10%-15% reduction in associated tools portfolio
• Reduction of Legacy Application Footprint by over 75%
Business Alignment
• Better end-to-end portfolio visibility across silos
• Realignment of Application Portfolio to revised Business priorities
• Productivity improvement
• User productivity gains
• Nearly 30% reduction in rework
Cost Efficiency
• Greater overall cost visibility, control and management
• Enhanced decision making capability on cost savings opportunities
• Reduction of IT Spend by over 25% in identified clusters for optimization
Speed/ Agility
• Ability to adjust quickly to ever changing business priorities and needs
• 20% -25% reduction in cycle time
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