Financial Services Client and The Project Foundry

Technical Governance Services for the Financial Sector.

The Project Foundry have a significant success record in designing, testing and delivering service solutions based on industry best practice and deploying people from various competency teams.

Our client is a global financial practice providing consulting, programme management and technical design & governance services on major multi-national projects on a global basis.

The Challenge

The client had a vast dispersed hybrid network, spanning multiple sites with no central management or monitoring, including; on-premise and cloud implementations. This led to unplanned downtime, increased management overhead, complexity & risk.

There was a lack of centralised ticketing & change management process or solution. Although a help desk solution was in place, it wasn’t being utilised to its full potential. Change release was not overseen nor managed, leading to unplanned or unseen changes caused by shadow IT.

Lack of documentation both design and architectural increased remediation time exponentially due to full discoveries being required for every incident.

Knowledge gaps and lack of knowledge transfer from vendors due to lack of internal vendor management.

This was accelerated by onboarding of a new onsite IT team who inherited the above issues while being inundated with ad hoc issues and incidents daily. This allowed for no time for governance or future planning,

The Solution

A full site survey was performed across the hybrid environment.

A remediation plan was then created to address points of concern within the environment to bring it in line with the vendors best practice.

The client’s team was brought onboard during the remediation in order to increase their understanding and knowledge of the site and team members were nominated to become SME’s in their respective areas.

A detailed documentation library was created for the design and architectural layout based on the remediation and its discovery.

Following on from remediation, we completed a baseline review across all applications and infrastructure. The baseline highlighted multiple areas where the software and hardware were not at a level that was within the vendor support matrix. This was broken into multiple mini projects based on dependencies and updates/firmware were applied where required to bring the estate to a consistent vendor supported level.

We are now building out a transformational body of work to improve the availability, performance and scalability of the infrastructure and applications. This is managed by running departmental workshops to understand the business requirements and expectations for the application the consume.

This is Added into a matrix against the vendors best practice to which we draw up an agreed change plan to implement the improvements.

As part of the solution, we introduced a technical governance service to run the change approvals board to help reduce risk and ensure documentation is updated in line with changes. While also overseeing vendor management to ensure it aligns with industry practices and client requirements.

Incident management is a key component we oversee and manage critical incidents from the client’s team, a supplement this with the required resources on an ad hoc basis, whilst managing third party vendors related to the incidents through to resolution stage.

We have quarterly reviews to deliver a “lessons learned” session, while using the forum to discuss future plans and industry trends that may ultimately benefit the client and set up POC’s where required in order to future proof the client’s technical estate. We create upgrade roadmaps and retire legacy systems as part of the quarterly service, to improve productivity and reduce risk.

The Benefits

The service setup and provided by The Project Foundry address the specific needs of our client:

  • Improved resilience and reliability (unplanned incidents reduced by 80%)
  • Lowered IT Total Cost of Ownership (TCO)
  • A centralised ticketing and document management system
  • Weekly change meetings
  • Higher knowledge retention and reduced knowledge gaps
  • Higher customer satisfaction levels
  • Improved business productivity due to improvements in the technology stack
  • Improved management due to centralised control of the Hybrid multi-cloud environment
  • KPI tracking and reporting due to monitoring and dashboards
  • An SLA-driven service underpinned by ITIL® aligned processes.
  • Service management information with service improvement programme