T&G Global

Brief

PHASE 1: Create Help Desk

Simplicity was tasked with implementing a ITSM helpdesk solution for an IT service team that was running on outdated and inefficient processes and tools. The client needed external support to analyse the Team and its practices, to implement a new solution and to train and assist the staff. The client was also after ITIL compliance.

PHASE 2: Implement Agile Practices and tooling for wider organisation

Having experienced the benefits to the business from the help desk transformation the client tasked Simplicity to transform the core business functions by deploying new tools and agile SAFe framework. The goal was to drive efficiencies, align the business with the it’s goals and provide the ability for the business to pivot based on evidence.

Implementation

PHASE 1:

Simplicity worked with IT leadership to identify the ideal end state for the help desk, then broke the goals down into deliverable steps and a tool was identified that natively supported the SAFe framework. These were then delivered in functional, value delivering iterations. As a first iteration the initial service desk being functional and commissioned in just a few weeks.

Simplicity then delivered value adding functionality iteratively. By keeping the desired end state in mind, but also being informed by the requirements and requests derived from the usage of the product, Simplicity delivered a highly functionality solution and process change.

PHASE 2:

Discovery workshops were conducted by Simplicity to map the current business processes, the processes were then analysed critically for redundancies, pitfalls and antipatterns.

A plan was then drafted identifying an agile framework that would most benefit the client, further, it identified which teams in the business would benefit most from the change and which teams were in a position to make the change. The plan also identified the tooling that would be required to make the change as efficient and lasting as possible.

Team by team, training was conducted on the agile methodologies, followed by process mapping based on the team’s specific needs and the recently learnt agile framework. The new process was then created in iterative deliveries and steps and allocations were automated to reduce overhead.

Each team was supported by Simplicity to ensure questions were asked and answered, proactive steps taken tweak processes based on experience and to ensure staff understood and agreed the reasons for the changes.

At each iteration leadership were informed of progress, plans for the next iteration, and provided any desired changes of direction or investment.

While each team was individual, Simplicity ensured enough commonality to ensure a common reporting platform was used to centralise all: project statuses, cost tracking, resourcing, risks… In addition an entire connected ecosystem of tooling between planning (PMO), Delivery (IT and Delivery teams) and service (IT Help Desk and Customer Help Desk) teams was created enabling a full end-to-end solution.

Benefits

As a result of the ongoing partnership between the client and Simplicity, the client was able to:

Connect the business goals to team’s goals and to the and to track the progress towards those goals.
Have the leadership team make decisions and respond to changes based on comprehensive and real time metrics.
Allow teams to pivot quickly and deliver tasks and stories that added value and progressed towards the end goal, instead of progressing towards an outdated plan.
Reduced resourcing that was required for administration, project management and report creation. The resource was reassigned to delivery work.
Increase the collaboration between teams, increase morale and in doing so reduce the number of redundant tasks completed.