Client Overview
Our client is a global leader in IT infrastructure and services. As part of a $20 billion IT services provider, they are renowned for empowering people, clients, and communities by transforming businesses and technologies to drive innovative outcomes.
Technical Challenge
The client aimed to optimize IT services delivery to its customers, improve business performance, and enhance employee efficiency by leveraging data and technology. The key technical challenges were:
- Automating data exchange between various external applications and the client’s ServiceNow ITSM software
- Replacing the outdated Service Grid integration platform while preserving existing customer data
- Ensuring quality by improving the process of documenting company projects and processes The transition process was further complicated by the lack of comprehensive documentation of past projects and processes.
Objectives
The objectives were to transition smoothly from the outdated Service Grid platform to SnapLogic, automate and improve the process of data exchange, and enhance the project and process documentation—all without affecting service quality or causing any downtime.
Our Approach
Analysis & Strategy
We conducted a thorough examination of the client’s system and its existing integration platform, Service Grid. This allowed us to understand the limitations of the old system and define a clear approach for the transition. The strategy involved the development of the ⋮IWC Service Grid to SnapLogic Accelerator, an innovative solution that automated the code migration process, reducing the manual work and the potential for errors.
Technical Solution
The SnapLogic platform was chosen as the new integration platform due to its superior capabilities. With the ⋮IWC Service Grid to SnapLogic Accelerator, we were able to bridge the gap between the old and new platforms. The accelerator automatically gathered existing code/integrations from Service Grid and transferred them to SnapLogic, reusing Service Grid configuration and components. This not only significantly reduced manual work but also ensured a smooth transition with no impact on end systems or clients.
Implementation
The implementation involved careful planning and execution. The accelerator was built following SnapLogic best practices and reverse engineering. We ensured that all the original functionalities of the Service Grid were mapped to corresponding code in SnapLogic. After exporting the code from Service Grid, it was imported into SnapLogic and, following some configuration and unit testing, the code was ready to go live.
Results
Performance Metrics
Our solution provided an exponential improvement in business performance and a 50% increase in delivery speed. It facilitated a complete, automated, and secure migration of existing code to SnapLogic. Moreover, the automated process eliminated manual code migration and ensured smooth transitioning to a new platform.
Business Impact
The project resulted in significant cost savings and improved service quality. The improved process and project documentation enhanced control and traceability, reducing errors. Additionally, the transition did not impact the end clients, ensuring continued high-quality service delivery. With increased employee productivity and improved customer satisfaction, our client could maintain its industry-leading position.
Lessons Learned
The project highlighted the value of automation in improving business performance and the need for thorough project and process documentation. It also emphasized the importance of careful planning and using best practices in managing transitions to new platforms.
Client Testimonial
“We are extremely pleased with the seamless transition from Service Grid to SnapLogic. The Accelerator solution not only saved us time and resources but also allowed us to maintain high service quality and continue delivering innovative outcomes for our clients.”
