Synopsis
With exceeding demand of automation and to minimize the manual efforts that used to go in for the IT staffs to prepare an enterprise device (handheld or workstation), there were expectations from the client to set up a solution that required least human intervention to avoid any error, to save time, and also to ease the process to request a device.
About the Client
A high-speed train service provider, the client connects the United Kingdom to other parts of Europe. The client was the official train carrier for the 2012 London Olympics and links over 100 destinations across Europe.
Business Challenge
Being in the travel industry most of the business users had roaming profiles that would always have an edge to keep the track of the enterprise asset and thus any request to create, prepare or re-configuration of the assets would take longer for the IT staff and the users to fulfill these requests.
This was also a reason where the IT staff had to be very particular of all the processes and any mistakes would cause the re-work and that used to delay the deliverable timelines.
Our Solution
Coforge proposed a platform that would integrate tools to enable a zero-touch solution for handheld devices and workstations.
Preparation:
We identified the tools to be used for us to leverage the solution separately for handheld and workstations.
Tools
We needed platforms like OSD, ITSM, Automation, Asset Management, and MDM to achieve this.
Approach:
A fault-tolerant implementation was planned that is based on the automation tool which was integrated with other tools that would simply log a request from the end-user and the moment the approval process would conclude, the automation workflow will configure the device/workstation tailor-made with all the compliances in mind.
Delivering Value:
- Time Savings:
- The automation workflow saved time for the IT staff which allowed them to focus on other deliverables.
- Fault-Tolerant:
- The process eliminated the human intervention that automatically reduced human error through out the process.
- Transparent Process:
- The end-user is now updated with the notification about the progress of the service request.
