The client wanted to streamline resolving customer request tickets for provisioning of cloud infrastructure, environment, and resources to reduce the service duration of each request ticket.
Technossus determined the high-level requirements that would impact the various systems in the integration process, and then created, validated, and documented a working reference architecture which included:
- The Technossus team assessed the current and intended state on the scale of people, process, and technology, by collaborating with client stakeholders such as the department’s customers, cloud engineering, AWS and Azure product teams, enterprise identity management, InfoSec, networking & firewall, and the security team.
- The team then worked with customer teams to synthesize requirements and updated the service request ticketing platform. with ticket routing and priority.
- The team discovered the need for DevOps and ITIL training for client service teams, identified candidates for Azure resource automation, and built CI/CD pipelines.
- During the final phase, Technossus will monitor the effectiveness of the actions, then update recommendations.
Technossus’ implementation of organization, process, and technology recommendations enabled the client to be on track to reduce the service duration of each request ticket from weeks to less than 48 hours.