it access MANAGEMENT and service transition
CLIENT
Legal and General Investment Management is an English company with HQ in London. The leadership decided to move IT services to India. I was hired as a PMO member to help execute this significant transformation programme, which had two stages:
Transition Phase - Knowledge transfer and service transition from the UK to the Indian team.
Migration Phase - Migration of tools, applications and the data centre to the cloud solution.
PROBLEM
Due to the lack of scheduling of knowledge transfer between the UK and India SMEs (subject matter experts), we were experiencing stagnation, which made the transition milestone out of reach.
The problem was the need for a dedicated service desk to support the project daily.
SOLUTION
By taking ownership of this red issue, I took a crash course in the ServiceNow software and managed all the IT tickets relating to the project. Activities included:
Creating new tickets
Obtaining approvals on all leadership levels
Chasing operators / SMEs
Ensuring testing is taking place
Managing access to the IT services environment
Communicating between the parties
RESULT
We triumphantly managed the access of 150 new users from India in adherence to the client's policies and procedures. We completed the Knowledge transfer phase with minor delays, giving the green light to the Migration stage.