Cloud & IT Operations Integration for a Leading Cloud Service Provider
Overview
The client is a leading cloud service provider that aimed to enhance its operations to better meet diverse client demands. By collaborating with ACL Digital, they integrated and optimized cloud and IT services, thereby enhancing operations, achieving seamless workflows, and improving client support.
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Challenges
Integrate, aggregate, and customize various multi-cloud services across multiple demand pathways
Centralized governance and standardization across client operations
Self-service, IaaS capabilities to enable on-demand deployment and management of cloud applications and services across private, public, and hybrid cloud environments
Solution
- Self-Service Portal: Developed a user-friendly portal for rapid and reliable workflow deployment and management.
- Service Models: Implemented Infrastructure as a Service (IaaS), Software as a Service (SaaS), and Platform as a Service (PaaS) models.
- IT Service Management (ITSM): Integrated ITSM practices and a Configuration Management Database (CMDB) to streamline operations.
- Billing and Metering: Established systems for billing, metering, and chargeback processes.
- Custom Catalog Creation: Designed a customizable service catalog to support multi-tenancy.
- Workflow Management: Implemented workflow management and approval processes to enhance operational efficiency.
- Order Fulfillment: Enhanced order fulfillment and management capabilities.
Outcomes
- Achieved seamless integration of ITSM tools through powerful automation and cloud lifecycle management
- Fully integrated ITSM processes shared a common workflow and data infrastructure, eliminating coordination challenges across processes and teams
