ISS (International Service System) is a facility services company with services including: cleaning, support, property management, catering, security and facility management. The Group has almost 500,000 employees and activities in approximately 65 countries across Europe, Asia, North America, Latin America and Pacific.
ISS signed a contract for the largest facilities management program in their history.
Manage multiple projects for the implementation of the FMS System TRIRIGA and associated tools, including all system testing support and quality management.
We placed importance on clear and frequent communication and streamlined processes with transparent management, visible status reports and progress tracking.
Additional resources provided by our team have ensured efficient handling of the project and testing workload.
Elements of our services:
With two excelent testing resources we started our journey at ISS, providing test execution services to the leading Facility Management Services Platform Tririga from IBM. Straight forward Defect finding, reporting and re-testing, helping the projects and change request reach smooth go-live transition.
Through the testing experience we recommended and implemented a more structured way of grouping changes into test and release packages, thereby reducing the amount of production go live moments, and the amount of business disruptions, with better quality gate management, leading to less post go live incidents: a better end user experience.
REVERSE BUSINESS ENGINEERING
Through testing, Improvement potential in the business process knowledge and management where discovered: gaps in business process management lead to unclear test specifications. The test team triggered multiple initiatives to reverse engineer business process specificatons together with business – leading to long term positive Efficiency gains, and end user process awareness.
PROGRAM & PROJECT MANAGEMENT
The Volume and complexity of changes in the systems landscape needed a more overarching approach to maintain consistency and integrity of all demands, developments and testing, to ensure minimum business disruption and post go live incidents. Next to developments on the existing landscape – a Project was started to replace the current with a new solution landscape with the RIB solution ITWO4.0
The complexity and diverstity of internal and external stakeholders, required a solid and detailed communication and collaboration approach; multiple supliers involved, Internal Sr Management Germany, HQ Copenhagen, and last but not least Deutsche Telekom as the external customer of ISS automated services.
BUSINESS CAPABILITY HEATMAPPING
During Reverse Business Process Engineering, we deducted that the organisation was not focussing on „Minimum Viable Product“ but on „it should work the way we are used to working“. With the help of our Business Capability Heatmapping approach, we were able to define together, what are business critical capabilities, and what are not, and at the same time find out what the optimisation/simplification potential is across the Value Chain. This in turn resulted in project resources being able to focus and reduce their efforts toward the essentials.
REVERSE SOLUTION ARCHITECTURE
Business Capability heatmapping revealed a number of blind spots in the process and solution design. These blind spots were then reverse architected into the to-be architecture.
REVERSE DATA ARCHITECTURE ENGINEERING
As part of preparation for Data migration engineering (Extract, Transform, Load), the logical data flow of the value chain needed to be created from the bottom up: there was no data architecture in place. This to ensure that not only master data but also transactional data would be migrated without causing any data corruption on the target landscape. Reverse engineering tha data flow revealed opportunities for simplification, especially in the finance area.
Designing the ETL (Extract, Transform, Load) mechanisms for Data migration, whilst the target landscape is being designed and developed, is like constructing an airplain while in flight, up in the air: Impossible. However – identifying all necessary source data and mapping it to must-have target fields in the new landscape has helped the solution design and development to deliver a more complete solution.
PREPARATION FOR OPERATIONAL READINESS
The standing organisation did not have a basic organisational structure nor governance around new changes or products entering the production environment. We helped to determine the bare minimum needs in terms of roles and responsibilities on IT and Business side, service levels, monitoring, alerts and communications, and continuous improvements.
(Projects are ongoing)
- Structured Project Management Approach.
- Clear setup of communication procedures and processes.
- High-quality testing procedures.
- Data migration program.
- Compliance with all contractual agreements.
- The project is tracking towards successful completion.
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