Digital Service Management Through Intelligent Automation for a World-Leading University
The
Client
Now part of a world-leading university, this global education and assessment organisation designs and delivers examinations to over eight million learners across more than one hundred and seventy countries.
Given the importance of its work and the reputation it upholds, it is committed to operating according to the highest technical standards.
The Challenge
Driven by a desire to improve the velocity of digital change to support the needs of its broad and disparate customer base, a world-leading university introduced agile ways of working across its delivery teams and reorganised its operating model to focus on customer value. The change delivered immediate benefits with change velocity increasing significantly.
There was, however, a problem: Service Management processes had not kept pace with the change, resulting in serious production issues.
In response, the university invested in the transformation of its Service Management function. Unfortunately, although the failures were addressed, the agile delivery teams found their change cycles constrained. The velocity gains were lost.
The University engaged Mozaic to resolve the problem. Our initial review demonstrated that manual governance policies were the root of the problem, leading to manual hand-offs and bottlenecks within the SDLC change pipeline. We recommended the implementation of workflow automation, to retain control and visibility, whilst enabling velocity.
The Solution
The Results
Mozaic’s initial assessment built a strong business case for change, identifying substantial savings from the implementation of automation across their end-to-end SLDC process.
Having established senior level support and gained management consensus, the initial MVP of the automated process was delivered in six weeks, a timescale only made possible through strong collaboration from the client teams.
Within six months, all twenty agile delivery teams were on-boarded into the process.
Specific benefits included:
- 5x faster release time from system test to production per BAU release, with some releases up to 10x faster.
- Eliminated manual creation of Service Management release/change records, increasing audit coverage by 50% whilst reducing developer time spent supporting audit activity.
- Increased senior developer time spent building product by 20%.
- 10% productivity improvements across the end-to-end delivery process
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