Optimizing Service Management for a Leading Information Services Firm
Streamlined Solutions for Enhanced Operational Efficiency
Business context
A large B2C/B2B information services and advisory firm faced challenges in service management consolidation and solution design across Level 0 (L0) service desks and Infrastructure/Applications Level 1 (L1). The firm aimed to improve Mean Time to Restore Service (MTRS), create synergies across application, infrastructure, and business teams, and ensure clear communication to users. Addressing these challenges required a comprehensive strategy to streamline service management and enhance operational efficiency.
- Service management consolidation
- Solution design across L0 service desk, Infra/Apps L1
- 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 information services and advisory firm 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 (Responsible, Accountable, Consulted, and Informed) 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 created significant business impact for the large B2C/B2B information services and advisory firm. The Algoleap program manager provided leadership to the Level 0 (L0) layer while effectively collaborating with the Level 1 (L1) and monitoring teams. By adhering to AWS Web Application Firewall (WAF) standards, the solution drove engineering-driven maintainability, resilience, and automation.
- 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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