Case Study Technology Company Process and Data Management Transformation
By Published On: October 14, 2022

Case Study

Technology Company Process and Data Management Transformation

Transforming Technology Delivery and Leading IT Execution

Client Overview

Elentic partnered with a dynamic technology company facing significant challenges in technology solution delivery. The organization struggled with unpredictable outcomes, poor product quality, and disruptions due to deficiencies across various capability pillars, including people, processes, tools, data management, and strategies.

Key Challenges

  • Business Process Alignment
  • Risk Focused Planning
  • Command Center Execution and Sustainment

Project Outcome Summary

Through a strategic blend of ITIL 4 adoption, KPI implementation, and CMMI maturity assessments, Elentic transformed the client’s technology delivery capabilities, resulting in tangible improvements, enhanced project and data management processes, and improved overall performance aligned with the client’s goals.

Solution Approach

  • Initial Assessment:

    • Identified deficiencies across capability pillars.
    • Uncovered unknown root causes affecting technology delivery.
    • No existing plan for improvements.

  • Implementing Quality Management:

    • Introduced a standard process model using ITIL 4 and CMMI.
    • Focused on defining a process framework, service model, and assessing process maturity.
    • Aligned KPIs with IT process classification schemes (PCS) to establish performance metrics.

  • ITIL 4 Adoption:

    • Recommended mature, globally recognized PCS – ITIL 4.
    • Utilized ITIL 4 for process definition, scope, and recommended KPIs.
    • ITIL 4 served as a foundation for the future state client process model.

  • Key Process Areas and KPIs:

    • Defined KPIs for seven critical process areas, including Change Enablement, Release Management, and Software Development & Management.
    • Proposed a small set of KPIs for each process area, with 14 out of 15 recommendations adopted.

  • Maturity Assessment:

    • Assessed maturity using the CMMI maturity scale.
    • Processes identified as Level 0 or Level 1.
    • Recommended improving maturity to Level 2, setting it as the initial goal.

  • Addressing Maturity Gaps:

    • Defined workstreams to address root causes in maturity gaps.
    • Leveraged People, Process, Technology frameworks and assessed sub-processes.

Outcomes

  • Established KPIs and Metrics:

    • Defined baseline metrics and target metrics for monitoring.
    • No existing KPIs, now monitoring 14 key performance indicators.

  • IT Process Definitions:

    • Adopted IT process definitions for pre-existing functions.
    • Documented process steps, roles & responsibilities, job roles, and standard templates.

  • Net New Processes Implemented:

    • Introduced processes governing project intake, selection, prioritization, and monitoring.
    • Enabled awareness of project health, on-time/on-budget performance, and cross-project dependencies.

  • Skillset Gaps Addressed:

    • Identified and addressed gaps in skill sets and expertise.

  • Maturity Improvement:

    • Processes assessed at Level 0 or Level 1 evolved to Level 1 or 2 quickly.
  • Enhanced Performance:

    • Performance against target KPIs improved in most areas and is trending towards targets.
Improve Processes and Data Management Standards with Elentic

Elentic adds value throughout the change management and digital transformation lifecycle, offering thorough analysis of current processes, vendor evaluation, compliance planning, customized adoption strategies, and lasting support. Connect with us to learn how your teams and processes could benefit from our consulting services.

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