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CASE STUDYCAPGEMINI
Capgemini successfully upgrades customer’s BMC Remedy ITSM system using Alderstone CMT
CAPGEMINI SUCCESSFULLY UPGRADES CUSTOMER’S BMC REMEDYITSM SYSTEM USING CMTRemedy ITSM upgrades for Capgemini outsourcing’s customers werechallenging. The complex upgrade process combined with resource-constraintsresulted in long change freezes and a high frequency of post go-live issues.Customer perceptions of the service were negatively impacted.
Capgemini used CMT to simplify the upgrade process and deliver an on-time,on-budget, ‘non-event’ upgrade for a customer, regarded as a major success by both the customer and account executives.
A global leader in consulting,technology services and digitaltransformation, Capgemini is atthe forefront of innovation toaddress the entire breadth ofclients’ opportunities in theevolving world of cloud, digitaland platforms.A global leader in consulting, technologyand outsourcing services, the Groupreported 2016 global revenues of €12.5bn.
Together with its clients, Capgeminicreates and delivers business, technologyand digital solutions that fit their needs,enabling them to achieve innovation andcompetitiveness.
A deeply multicultural organisation,Capgemini has developed its own way ofworking, the Collaborative BusinessExperience™, and draws on Rightshore®,its worldwide delivery model.
Learn more at www.capgemini.com.
OVERALLPROJECTDURATION
CHANGE FREEZE
DURATION
PROJECTMANAGEMENT
& DATAMIGRATION
EFFORT
50% 94% 65%
Reduced from 203to 102 working days
Reduced from 377to 129 working days
Reduced from 167to 10 working days
THECHALLENGERemedy ITSM upgrade processimpacts the customer’s serviceand the bottom line
Capgemini outsourcing provide BMC Remedy ITSM as acomponent of managed services to their customers. However,the conventional BMC Remedy ITSM upgrade process used byCapgemini was not working.
Long running upgrade projects and difficult-to-manage change freezeslasting several months resulted in customer frustration at not beingable to effectively use the service
Unexpected issues occurred during and after the project due to silentfailures during the upgrade process
A high number of post-go-live issues required high levels of supportand caused business disruption for the customer
Resource-intensive data synchronization using DDM
Customer satisfaction was frequently impacted by an upgrade,consequently upgrades were repeatedly postponed, particularly forsensitive clients.
Initially, we couldn't believe that CMTcould deliver everything that was promised, it just
seemed too good to be true. However, we weredelighted to find that the results really did match
the marketing... this thing really works!
“”John Lantouris, Project Manager, Capgemini
Our cutover was incredibly smooth and fast, and thego-live has been a success with both end users andengineers with no service impacting issues. Using
CMT has resulted in this major upgradebeing a non-event and our customer and account
teams are delighted.
“”Roger Deblock, Technical Lead, Capgemini
THESOLUTIONTransform the upgrade process using CMT
Capgemini purchased CMT to support aprogramme of consolidation and upgrades across their Global outsourcing division. Using CMT, Capgemini were able to implement an alternativeupgrade methodology for the upgrade of their customer’sBMC Remedy ITSM on-premise system that avoided thechallenges of the conventional Copy & Upgrade approach.
CMT enabled Capgemini to use the Fresh Install & Migratemethodology that has the following key benefits:
Rather than taking a copy of the existing system and upgrading it, Capgemini were able torapidly build a standard out-of-the-box ITSM 8.1 system and transfer the customizations beingused by the customer. This not only reduced the duration of the application change freeze tojust two weeks, with a very limited scope and no impact to CMDB reconciliation, but alsoresulted in a clean and stable application platform.
This compared very favourably to the previous experience of silent and unpredictable failuresduring the upgrade process, post-go-live issues, and change freezes lasting several months.
Despite resource constraints for both the customer and Capgemini teams the upgrade wasdelivered using the new methodology on-time and to-budget and required no additional post-go-live support effort.
SIGNIFICANTLY REDUCEDCHANGE FREEZE AND IMPACTON THE CUSTOMER
SIMPLER, CHEAPER AND LESSRESOURCE INTENSIVEUPGRADE PROCESS
FEWER POST-GO-LIVE ISSUES
PROJECT ANALYSISAs with most real-world projects, thiscustomer’s upgrade is not the perfecttemplate for an ITSM upgrade project.Common issues such as customerresource constraints, production supportand architecture issues impacted thetimeline.
To provide a fair comparison, wecontrasted the timeline and activities forthe customer’s upgrade using the sameFresh Install & Migrate methodology with
just one difference; substituting theconventional data migration tool (BMC DDM) instead of CMT to performthe data migration.
Capgemini’s customer went live on BMCRemedy ITSM 8.1 in mid-July 2015, usingthe conventional BMC data migrationtools the go-live would have been early-Decemember 2015, a difference of overfive months.
CMT migrated the entire customer’sRemedy data set of 68 million Remedyrecords in less than ten hours.
Using the conventional BMC Remedytools this would have taken 3 months toperform the initial migration, duringwhich time the data would have beenthree months out of date, requiringadditional catch-up data migrations tocomplete the same task.
The data migration of 18 million Remedyrecords during the cutover weekend wascompleted within 4 hours. Performing thesame migration with conventional BMCRemedy tools would have required an 24day outage.
For a typical upgrade it is necessary toperform multiple “catchup” or “delta”data migrations to ensure that data is upto date for testing and that the go-liveoutage time is kept to a reasonable limit.However, the customer’s upgrade wasperformed with only one delta datamigration to ensure that during cutover,data could be migrated within a four hourwindow. CMT significantly reduced theoverall effort and complexity.
UPGRADE PROJECT PLAN COMPARISON
DATA MIGRATION PERFORMANCE
TASK BMC TOOLS CMT
Full Migration 3 months 10 hours
Cutover Migration 24 days 4 hours
PROJECT ANALYSIS
OVERALL TIME TO LIVE
50%
PROJECTMANAGEMENT
EFFORT
48%
DATAMIGRATION
EFFORT
88%
CHANGE FREEZE
DURATION
94%
KEY COMPARISONS
COMPARISON DDM CMT REDUCTION REDUCTION (wORkInG DAyS) (wORkInG DAyS) (wORkInG DAyS) %
Overall Time to Live 203 102 101 50%
Change Freeze Duration 167 10 157 94%
Data Migration Effort 167 20 147 88%
Project Management Effort 210 109 101 48%
CMT is able to migrate all data for all ITSMmodules meaning that little to no changefreeze is required during the upgradeprocess. However, conventional tools donot support migration of the data from allITSM modules and require manualmigration of some modules early in theupgrade process. Consequently, a changefreeze must be imposed at an early stage.
The impact and challenges of managing an eight month change freeze on the usercommunity should not be underestimated.In the worst case scenario, it may benecessary to restart an in-flight projectdue to a failure to adhere to an onerouschange freeze.
WE'VE BEEN PROVIDINGHIGH-QUALITY SOLUTIONSFOR THE IT SERVICEMANAGEMENT SECTORSINCE 2008.Our product, Alderstone CMT, is the industry-leading data migration tool enabling companies to upgrade, move to the cloud or consolidate BMC Remedy platforms at a fraction of the cost of legacy methods.
We provide consultancy in the following areas:
PROGRAMME MANAGEMENT
PROJECT MANAGEMENT
BMC REMEDY ITSM CONSULTANCY
SYSTEMS INTEGRATION
© 2008-2018 Alderstone Consulting Ltd. All rights reserved. All other trademarks or registered trademarks are the property of their respective owners.
INFO@ALDERSTONE.COM WWW.ALDERSTONE.COM
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