The Business Challenge
One of South Africa’s largest financial services groups was frustrated by a lack of good management information from their IT Service Management function. There was a lack of structure, no consolidated approach or clear reporting framework.
There was also a lack of alignment of metrics to KPIs to objectives and goals, thus reflecting a deficit of Information rather than abundance of knowledge. They required the development of IT Service Management process metrics and reports in line with industry best practices and standards.
Develop a reporting model based on best practice ITSM process metrics, with a view to developing reports which would:
- Reflect the customer’s experience
- Measure the effectiveness
(capability and performance) of the processes
- Produce relevant trending information across the various processes
- Add significant value to owners and managers for decision making purposes
- Agree framework and model
- Interviews with relevant stakeholders
- Analyse, Extrapolate & Consolidate data
- Compare Information to Best practice models
- Produce Graphs in Dashboards
We presented graphs and charts in a dashboard for the client to easily see if they are meeting strategic and operational objectives. We provided a model and framework that client could plug and play into various tools.
Client data was linked to metrics, which were mapped to objectives to show performance against goals. The client’s data was converted into meaningful information for all relevant stakeholders to make better informed decisions faster.
The Independent Institute of Education (IIE) is the county’s largest registered and accredited private provider of higher education delivering more than 70 qualifications to 30 000 students on 20 campuses. The IIE employs in the region of 100 people in the central team and over 3000 across the Institute (permanent and contract).
In the first engagement (2015/2016) Digiterra enabled the IIE to re-engineer all of its operations and material development processes. This resulted in the restructuring of the division and associated processes and enabled the IIE to scale without further additional staff in the central team by about 20% in terms of modules managed in the two years that followed Digiterra’s engagement.
This second engagement is related to the Registrar’s Office that required an analysis of current processes to enable them to deal with the increased student numbers as well as more complex and additional compliance requirements. The IIE engaged Digiterra’s services towards the back end of 2017 to address the increased demand and complications inherent to the Registrar’s Office.
The objectives of the engagement were to:
- Discover and document the current set of processes as per the project scope
- Discover and document gaps associated with the processes in question within the context of their efficiency and adherence to quality standards
- Make recommendations and document a future state of the processes in question
Dr Felicity Coughlan, Director of the IIE, is happy to testify that Digiterra has delivered on these objectives. “The engagement has been fruitful and productive, and the solutions are implementable, scalable and useful. We recommend them as a capable service provider in this regard”.
The Business Challenge
- Multiple technologies that are expensive to operate and maintain.
- Various business processes not optimally enabled by technology
- Unable to align the many technologies and processes to deliver against the business strategy
- Consolidate and streamline technology and processes to reduce costs
- Simplify and integrate business processes to improve productivity and reporting
- Reduce the number of non-standard business functions
- Implement changes without disruption to business
- Collaborate & Upskill
- Evaluate processes
- Evaluate technology
- Model existing processes and technology
- Optimise processes a and model future state
- Highlight risks and impacts
- Create Roadmap for solution deployment
- A model showing an optimised future state of processes and technology, with risks and mitigation suggestions.
- A roadmap for the implementation of the solution
- Clear understanding of how to meet strategic business objectives
- Comprehensive plan to design and deploy a technology evolution solution
- Highlighted risks and impacts
- Socialised of the concept for greater project implementation success
Total Coal – Blueprint – Enterprise Architecture
Total Coal acquired Digiterra’s consulting services to undertake an Enterprise Architecture Blueprint exercise for various divisions within the organisation, including: Finance, HR, IT, Legal, Logistics and Marketing, Rehabilitation, Safety, Supply Chain, Technical Services, Projects and planning and Overall mining operations.
Total Coal needed to understand the full extent and impact of implementing a central Enterprise Resource Planning (ERP) system.
Phase 1 was analysis of the “As Is” Operational aspects of the division’s value chain, inclusive of high level processes, applications in use and technology platforms
The delivered objectives included:
- A detailed model of each division’s processes aligned to the company’s strategy.
- Identification and model of the application components mapped against the high level processes
- Identification and documentation of infrastructure components mapped to the application component
- Gap Analysis report highlighting the gaps in the current enterprise architecture in relation to core enterprise processes and enterprise support services.
- A road map for addressing gaps
The completed Blueprint metamodel gave Total Coal an in-depth understanding of their operational processes and underlying application and infrastructure components to prepare for and mitigate the risks of implementing a central Enterprise Resource Planning (ERP) system.
In Phase 2, Digiterra provided Total Coal with a comprehensive RFI to enable them to select the best technology vendor and solution to meet their strategic and operations objectives. During this engagement, Digiterra prepared an evaluation pack (which included functional and non-functional requirements) and facilitated in the vendor selection process.
AdvTech (Pty) Ltd needed to optimise the management of its debtor’s book. The pre-legal division is pivotally involved in this process positioned as a conduit between the business entities that interface with the debtor, the finance department and any downstream legal entities responsible for collection or purchase of the debtor’s book.
Digiterra’s team of Business Analysts, making use of our echelon blueprint provided a current state view of the strategy, processes, application and organisational role dimensions of the pre-legal division. This view enabled our team to suggest changes to the configuration of elements within these dimensions.
The team defined a future state to achieve a more timeous and successful delivery of outcomes and to find a solution to fit the design. The solution highlighted and compared four possibilities and catered for bespoke options as well as off-the-shelf packages.
AdvTech were able to make an informed decision to develop or purchase a solution based on the detailed and comprehensive design provided by Digiterra.