# Enterprise IT Service Management (ITSM)

## Business requirement

### Replace ageing on-premise, IT only, service management platform with best of breed SaaS solution and leverage for whole-of-business (non-IT) service lines.

CIO watchlist:  
Yes  
Scale: Global, Enterprise (4,000+ users)  
Programme Management: Pipefish

This was a high profile, CIO-sponsored, project with critical dependencies across many stakeholder groups. Pipefish exceeded expectations in their design and delivery of the solution.

IT GM, Senior Supplier

## What we did

- Migration of all ITSM modules from legacy system (Incident, Problem, Release, Change, Configuration, Request)  
- Re-architect and implement revised CMDB and migrate all legacy CIs  
- All organisation change management  
- Implementation of resolver and self-service functionality for HR, Procurement, Expense Management, Facilities Management  
- Comprehensive integrations into corporate ERP. Includes transactional integrations (including approval workflows) and non-transactional master data integrations  
- Authentication integration for single sign-on  
- Integrated CMDB and system monitoring platform for alerting and CI outage reporting  
- Multiple external service provider transactional integrations including incident and service request processes  
- Integration between Software Asset Management, CMDB and Employee Service Request Management platforms  
- Implementation of Governance Risk and Compliance, Reporting and Analytics, Project and Portfolio Management, orchestration and run-book automation  
- Implemented automated user provisioning addressing multiple service lines including IT, HR and Facilities

## Delivered outcomes

Issue free transition to new platform (over a 14x month duration). Whole of enterprise solution created business leverage from flexible and extensible solution architecture.