Equiniti – ITSM Design, Implementation and Development Services
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Transforming Equiniti Pensions Management with Microsoft-Centric Solutions
Client Overview
Equiniti (EQ) is a leading provider of technology, finance, and administrative services, specialising in complex and regulated markets. The company’s Retirement Solutions division focuses on modernising the retirement and pensions sector through advanced administration and technology solutions.
The Challenge: Modernising an Outdated Service Desk
Equiniti faced a pressing need to migrate from an outdated service desk system to a new, Microsoft-centric platform: System Center Service Manager (SCSM). The company sought to enhance IT service delivery, improve operational efficiency, and align IT operations more closely with business objectives—all within a challenging 8-week timeline.
Key Requirements:
- Design, sizing, configuration, and deployment of a new service desk.
- Comprehensive SLA (Service Level Agreement) and OLA (Operational Level Agreement) management.
- Real-time, enhanced dashboard reporting.
- Advanced self-service capabilities to reduce Tier 1 support demands.
- Asset management design and configuration.
- Workflow optimisation for operational efficiency.
- Customised business-specific data fields for tailored service management.
- Knowledge transfer and documentation for post-deployment management.
After evaluating multiple Microsoft-recommended partners, Equiniti chose Cased Dimensions due to their expertise, flexible approach, and ongoing collaboration with Microsoft Product Teams in Redmond.
Equiniti’s IT Service Manager: “Our existing system was quite antiquated, and it was a challenge to see it through a different pair of eyes. Cased Dimensions were very good at enabling us to do that.”
The Solution: A Customised, Microsoft-Centric Service Desk
Cased Dimensions delivered a fully designed, sized, implemented, and configured Microsoft-based service desk within the tight 8-week timeline. The solution addressed all of Equiniti’s critical needs while ensuring long-term scalability and operational excellence.
Key Solution Components:
- SLA and OLA Management
- Implemented SLA and OLA tracking, VIP prioritisation, stop-the-clock functionality, and automatic escalation.
- Enabled SLA reporting across incidents, service requests, changes, problems, and release management.
- Provided visibility into support hours and time zones for affected users.
- Benefits:
- Enhanced team and individual performance tracking.
- Optimised resource allocation.
- Alignment of IT services with business objectives.
- Real-Time Dashboard Reporting
- Delivered live performance monitoring, allowing managers to track metrics in real time and take immediate action when necessary.
- Benefits:
- Improved decision-making with data-driven insights.
- Rapid identification and resolution of performance bottlenecks.
- Password Reset Automation
- Developed a self-service password reset portal to reduce Tier 1 workload.
- Benefits:
- Faster resolution of common issues.
- Increased user independence and satisfaction.
- Unified Work Management
- Consolidated all work items and activities into a single view for analysts, improving productivity and reducing mean time to resolution (MTTR).
- Benefits:
- Streamlined workflows.
- Reduced ticket backlog and faster issue resolution.
- Asset Management Integration
- Integrated asset tracking with contract and support information to streamline vendor interactions and ensure seamless operations.
- Benefits:
- Minimised complexity in vendor management.
- Optimised asset utilisation and maintenance.
- Self-Service Portal
- Introduced a robust self-service portal, enabling users to address common issues independently and reducing the load on service desk analysts.
- Benefits:
- Proactive support model.
- Reduced response times and improved user satisfaction.
- Business Process Management (BPM) Workflows
- Delivered advanced workflows to minimise configuration and administrative overhead while improving platform performance.
- Benefits:
- Reduced manual interventions.
- Enhanced operational efficiency.
- Customised Data Fields
- Added bespoke data fields to service desk forms, enabling tailored business-specific service management.
- Benefits:
- Better alignment with organisational objectives.
- More precise reporting and service tracking.
- SLA and OLA Management
Microsoft Core Themes Driving Success
- Customisation and Scalability: Leveraged System Center’s flexibility to deliver tailored solutions that scale with Equiniti’s evolving needs.
- Operational Excellence: Automated processes, optimised workflows, and introduced advanced analytics to streamline service delivery.
- Data-Driven Decision-Making: Provided real-time insights through live dashboard reporting and SLA tracking.
- Speed to Market: Delivered a fully functional system within 8 weeks.
- User Empowerment: Reduced dependence on IT support through advanced self-service capabilities.
The Results: Significant Business Impact
Cased Dimensions’ solutions delivered tangible improvements across Equiniti’s IT operations:
- Enhanced Service Delivery
- SLA and OLA management ensured business-focused IT services and prioritised critical tasks.
- Increased Operational Efficiency
- Automated workflows and streamlined processes minimised manual interventions, freeing up resources for strategic initiatives.
- Boosted Productivity
- Unified work management and self-service tools improved analyst efficiency and reduced ticket resolution times.
- Simplified Asset Management
- Integrated asset tracking reduced complexity and improved vendor management.
- Rapid Implementation
- The entire system was designed, implemented, and operational within the critical 8-week timeline.
- Scalable Infrastructure
- Customisations and bespoke data fields provided a foundation for future growth and adaptability.
- Enhanced Service Delivery
Client Testimonial
Hudson Schwarz, IT Service Manager, Equiniti: “It’s no exaggeration to say that Cased Dimensions brought about a change in ethos. It has helped to change people’s working practices about the urgency of Service Management and has improved efficiency.”