Transforming Service Management for a Global Ed-Tech Leader
Consolidating Services and Enhancing Communication for Better Outcomes
Business context
A global leader in Ed-Tech faced challenges in service management consolidation, designing solutions across Level 0 service desks, and Infrastructure/Applications Level 1. The goals were to improve Mean Time to Restore Service (MTRS), create synergies across application, infrastructure, and business teams, and ensure clear communication with users. Addressing these challenges required a comprehensive strategy to streamline service management and enhance operational efficiency.
- Consolidating service management systems
- Designing solutions for Level 0 service desk and Level 1 infrastructure/applications
- Enhancing Mean Time to Restore Service (MTRS)
- Creating synergies among application, infrastructure, and business teams
- Ensuring clear and effective communication to users
Algoleap Solution
Algoleap approached the solution for the global Ed-Tech leader by collaborating closely with client leadership to design effective service management processes. This included designing and deploying the ServiceNow tool, establishing a critical situation incident management flow, and defining ownership and RACI across technical teams. Additionally, the approach involved setting up and configuring server, network, and security infrastructure, as well as handling end-user computing (EUC) tasks such as desktop imaging, installation, and remote troubleshooting.
- Collaborated with client leadership for service design & Designed and deployed the revamped ServiceNow tool
- Established a critical situation incident management flow
- Defined ownership and RACI across technical teams (support, engineering for L2, monitoring)
- Set up and configured server, network, and security infrastructure (LAN, routers, other devices)
- Managed end-user computing (EUC) tasks: desktop imaging, installation, remote troubleshooting
Business Impact
Algoleap’s solutions significantly impacted the global Ed-Tech leader by enhancing leadership and coordination at the L0 service desk layer, while effectively collaborating with L1 and monitoring teams. The adherence to AWS WAF (Well Architected Framework) ensured engineering-driven maintainability, resilience, and automation. Additionally, the ServiceNow platform saw improved adoption, further streamlining service management processes.
- Provided leadership to the L0 layer while working with the L1 and monitoring teams
- Ensured adherence to AWS WAF (Well Architected Framework) for maintainability, resilience, and automation
- Improved ServiceNow platform adoption
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