Government

ITIL Implementation

Project Background & Scope

The client had outsourced its IT Helpdesk, but users were increasingly dissatisfied with the quality of support. To improve service levels and regain control, the decision was made to insource the IT Helpdesk and implement ITIL's Incident Management framework as the foundation.

Project Outcome

As the organization had not operated an internal Helpdesk for some time, the initiative was extensive and required the execution of several interdependent sub-projects, including:

Recruitment and training of new Helpdesk staff
Implementation of ITIL Incident Management practices
Deployment of HP Service Manager (HPSM) to support incident tracking and resolution
Development and revision of Standard Operating Procedures (SOPs)
Establishment of structured communication between the Helpdesk and backend support teams
Seamless transition of responsibilities from the external provider to the new internal Helpdesk team

These sub-projects were managed in parallel where possible, with a strong emphasis on coordination and clear communication among all stakeholders.

Client Benefits

75% increase in user satisfaction, reflecting improved support quality
55% reduction in incident resolution time, significantly enhancing operational efficiency

ITIL Implementation

Project Background & Scope

The client aimed to implement ITIL Transition Management to improve the handover process of IT projects from project teams to IT Operations—specifically the IT Helpdesk and Backend Operations teams.

Project Outcome

Previously, the transition of completed IT projects often encountered delays due to missing documentation, lack of Standard Operating Procedures (SOPs), and insufficient testing. These issues hindered the ability of IT Operations to provide immediate and effective support.

To address this, ITIL's Transition Management framework was adopted and implemented. A standardized process was established to ensure thorough knowledge transfer and complete documentation before any project was handed over. This enabled the IT Helpdesk and Backend Operations teams to take full ownership and support new systems from day one.

Client Benefits

Improved user satisfaction, as the Helpdesk could promptly resolve issues related to new systems
Increased system uptime, with new solutions fully supported in-house, reducing dependency on third-party vendors

IT Platform Consolidation

Project Background & Scope

The client, operating air traffic control operations in two neighboring countries, was managing IT infrastructure across two separate domains. To improve operational efficiency, security, and flexibility, management decided to consolidate air traffic control operations into a unified IT environment with its own network and Active Directory domain.

A key objective was to enable air traffic controllers to work seamlessly across both locations. To support this, dedicated workstations were eliminated in favor of a flexible solution allowing controllers to log in and access their data from any workstation.

Project Outcome

A dedicated network segment and standalone Active Directory domain were successfully implemented, supported by redundant server infrastructure to ensure high availability.
To meet the requirement for workstation flexibility, Citrix was deployed, enabling secure, consistent access to user environments from any approved device.

All project goals were achieved, including the establishment of a secure and redundant infrastructure, centralized user management, and workstation independence.

Client Benefits

Enhanced security and fault tolerance through network segregation and redundancy
Operational flexibility, allowing staff to move easily between locations without IT disruption
Simplified IT operations, as deploying new workstations required only standardized hardware with Citrix access

Document Consolidation

Project Background & Scope

The client's IT organization was divided into multiple departments, each using its own methods for structuring and storing operational information. This inconsistency led to project delays and raised serious concerns about the potential impact of system failures, especially if critical documentation was inaccessible across departments.

Project Outcome

A comprehensive review was conducted through interviews with each department to understand existing practices. The findings were consolidated and presented alongside a unified recommendation for standardizing the structure and storage of operational information.

All departments agreed to adopt the proposed approach, which was rolled out in three phases:

Support Function Established – A dedicated team was created to train IT staff on the new structure and provide ongoing support.
Information Freeze – The legacy structure was frozen to ensure all new documentation adhered to the updated standards.
Data Migration – Existing documentation was systematically migrated to the new structure, department by department.

Client Benefits

Centralized access to operational information across all departments
Improved cross-department collaboration
Reduced risk of delays or disruptions due to missing documentation

Project Implementation (ASSPC)

Project Background & Scope

The client sought a solution to reduce passenger wait times during peak travel seasons at airports. The initiative, known as Automatic Self-Service Passport Control, aimed to streamline the passport control process through automation and required a Transition Manager to ensure a smooth handover from the project phase to IT Operations.

Project Outcome

A self-service passport control system was implemented, allowing adult travelers to quickly scan their passports and proceed through automated gates—significantly accelerating the process.

During the testing phase, internal staff participated in realistic simulations, bringing passports and carry-on luggage to mimic real travel conditions. Various scenarios were tested, including passport swapping, tailgating (following too closely), and triggering system alerts for flagged individuals, to ensure the system handled edge cases correctly and securely.

Client Benefits

Reduced wait times, particularly during peak travel periods
User-friendly system, providing a smooth experience for travelers
Enhanced security, with the system integrated into international databases, capable of identifying individuals on watch or “No Fly” lists

Project Implementation (ANPR)

Project Background & Scope

The client, a national police force, was in the process of implementing an Automated Number Plate Recognition (ANPR) system and required a Transition Manager to ensure a smooth handover from the project phase to IT Operations.

Project Outcome

While much of the technical implementation had been completed, the transition to IT Operations was still pending. As part of the transition process:

System documentation and Standard Operating Procedures (SOPs) were reviewed, validated, and expanded to meet operational needs
Training sessions were developed and delivered, with materials distributed to all police precincts
The handover followed the established Transition Management framework, ensuring structured knowledge transfer and operational readiness

Client Benefits

Seamless transition of the ANPR system into day-to-day IT operations
Operational readiness, with IT Helpdesk and Backend Operations teams fully prepared to support field officers
High user satisfaction, as patrolling officers reported strong confidence in the system and praised the fast and effective support

Automated Server Installation

Project Background & Scope

The client, a government agency, aimed to reduce reliance on IT support by automating the deployment of new Windows-based servers. The objective was to improve operational efficiency and allow IT staff to focus on higher-value tasks by minimizing manual server provisioning.

Project Outcome

A fully automated and standardized server installation process was developed and implemented. The solution enabled new servers to be deployed quickly and consistently without the need for direct involvement from IT support. Documentation and procedures were created to ensure ease of use and scalability.

Client Benefits

Reduced cost, as new servers could be deployed independently, without IT support intervention
Reallocation of IT resources to more strategic and high-priority initiatives
Improved consistency and reduced risk of human error in server installations

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