Implement IT Service Management Platform - Large Electric Utility

0 + Years

In Electric Utility Service

0 +

Employees

0 Mn +

Customers

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Business Need

Absence of standardized processes; inconsistent process execution
Use of multiple (4) ticketing systems and problem/knowledge management tool
Multiple, scattered sources of data on assets, incidents, and problems; lack of data visibility across the organization
Need consistent tracking of outages to ensure system interruptions are minimized

Challenge

Highly complex environment that is critical to operations and Grid Management
All process changes require integration and alignment with NERC CIP regulations
Staff is reluctant to change as they have been operating under existing model for 10+ years
The technical solution must work across multiple layers of network segmentation and cyber security controls

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Business Strategy Image

Solution and
Results

Facilitated the development and execution of:
Kickoff meetings with internal and external stakeholders
Integrated Grid use cases
Business Value Realization
Roadmap and Implementation Plan
Proving the communications, controls, and protocols