Comprehensive ITSM Optimization and Cloud Migration for Financial Services Platform

The client faces issues with uneven workload distribution, data security concerns, and inefficiencies in support request handling due to basic system configurations. Their existing on-premises systems hinder scalability, pose security risks, and increase operational costs, especially amid organizational restructuring and cloud support discontinuation of existing platforms.

A mid-sized fintech company providing embedded finance solutions, aiming to enhance its IT support processes and migrate critical IT systems to the cloud to improve efficiency and security.

• Optimize IT Service Management processes to align with ITIL best practices, reducing request processing times and improving agent productivity.
• Automate customer support workflows, including request routing, approval processes, and SLAs, to ensure compliance and transparency.
• Implement role-based access controls and security levels for sensitive support data to enhance data confidentiality and security.
• Automate SLA calculation based on region, service level, and request priority, supporting diverse customer needs across multiple regions.
• Migrate existing on-premises systems, including support ticket repositories and knowledge bases, to cloud environments to reduce hosting overhead and TCO.
• Establish a scalable, secure, and user-friendly self-service portal for end users, facilitating easier request submission and status tracking.

• Custom issue and request types aligned with internal processes such as incident, problem, change management, and support requests.
• Workflows with multiple statuses, approvals, and transition rules to reflect organizational procedures.
• User interface enhancements including a support portal with search, request classification, and simplified navigation.
• Automation rules for request assignment based on request type and region, notification management, and ticket lifecycle automation.
• Role-based access controls including standard agent roles, read-only roles, and customizable security levels for sensitive data.
• Automatic SLA calculation based on customer region, service level, and request priority, supporting real-time SLA tracking and reporting.
• Bulk ticket migration tools for moving existing tickets and data into the new system.
• Integration with existing corporate data stores for security and compliance management.

• Data backup and retrieval systems during migration processes.
• Existing customer data repositories for user and permission management.
• Notification and communication tools for workflow automation.
• Security systems for role and access control enforcement.

• System scalability to support increasing ticket volume and user base.
• Performance targets ensuring SLA automation and real-time reporting.
• High security standards to protect sensitive customer and support data, including role-based access control.
• Minimal system downtime during migration with proper rollback strategies.
• User acceptance testing and ongoing support post-deployment.

The implementation of optimized ITSM processes and cloud migration is expected to reduce request processing times, enhance support agent productivity, and improve customer satisfaction through efficient self-service options. Additionally, it will decrease operational costs by eliminating on-premises hosting and improve data security compliance, leading to a more scalable and resilient support infrastructure.