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Ministry of Culture (MoC) KSA
IT Service Management Process Re-Engineering and Operations
Case StudyBusiness Challenge
- MOC Saudi Arabia has embarked on a multiyear digital transformation program with a portfolio of up to 100 Technology projects each year.
- The overall change management, release and deployment management, as well as maintaining operations based on the SLA had become a major problem for the customer.
- This situation was causing overall burning of internal resources, poor customer satisfaction, customer effort, etc.
Our Solution
- The 2nd major patent framework of SOL is the IT Service Hub which is the combination of high-level processes based on ITIL 4 practices.
- IT Service Hub has introduced a major process reengineering across the IT spectrum covering Service Design, transition and operations practices.
- The overall framework is the combination of people, process and technology.
Business Benefits
SOL developed, setup and optimized the IT Service Hub framework for the customer, achieving major improvements in the KPIs such as:
- Enhanced financial performance
- Efficiency
- Scope/Scale expansion
- Reduced customer effort
- Effectiveness
- Cost reduction
- Quality and compliance
Bank AlJazira
Managed Cloud-native Digital Applications Operations
Business Challenge
- Bank AlJazira set out on a digital transformation. As the prime vendor on this engagement, Red Hat partnered with SOL for consultancy services involving architecture design and delivery of cloud-native services using Red Hat OpenShift across multiple environments.
- Deployment of middleware Operators and supporting BAJ teams in setup of CI/CD.
Our Solution
As part of our engagement with Bank AlJazira, the following services were provided:
- Solution design and architecture
- Deployment of Red Hat OpenShift and other critical services
- Design and delivery of the DevOps landscape including Continuous Integration, Continuous Delivery and Continuous Deployment.
Business Benefits
- Objectives set out for digital transformation journey were met within agreed timelines.
- Smooth rollout of OpenShift based services across multiple environments.
- Upskilling of client technology teams in ways of managing containerized workloads on Red Hat OpenShift.
Saudi Electric Company
Digital Cognitive Virtual Assistant
Business Challenge
- With no relevant technical project management expertise within the organization, SEC partnered with us to deploy a robust digital assistant solution. Their main goals were to help enhance service, lower costs and provide human-like digital service anywhere, anytime.
- The deployed cognitive virtual agent was expected to address customer issues using natural language and simple to follow Q&A patterns, with deep integrations to perform business transactions at the user’s behest.
Our Solution
As part of our engagement with SEC, the following services were provided:
- Core project management functions
- Technical oversight for the delivered solution
- Deployment and configuration of IBM Watson assistant
- System administration expertise for the Red Hat OpenShift and Watson cognitive agent service.
Business Benefits
- Delivered a new channel for customer engagement.
- Significant increase in resolution of client complaints.
- Sizeable reduction in customer wait times.
- Ensured smooth operation of the solution through managed services.
- Kept instances and duration of outages down within acceptable limits.
STC Pay
Digital Transformation Managed Services
Business Challenge
STC Pay has a substantial exposure to cloud–native technologies with multiple containerized services deployed over Red Hat OpenShift. With limited in-house capabilities to effectively manage these services, Sol Consulting was engaged to provide on-site expertise and support for their existing hybrid landscape.
Our Solution
As part of our engagement with STC Pay, the following services were provided:
- Managed services (including day-to-day operations and troubleshooting) for all containerized workloads running on Red Hat OpenShift.
- Design and roll-out of Disaster Recovery for multi-cluster deployments.
- System capacity planning and enhancement operations.
Business Benefits
- Smooth rollout of Red Hat OpenShift based services across multiple environments.
- Significant reduction in resolution time of operational issues.
- Automation of time-consuming cluster operations leading to reduction in down-time of production clusters.
- Fully operational and tested DR strategy for production clusters and workloads.
NCB Alahli Bank
Microservices Framework Migration for SADAD
Business Challenge
The client was looking to migrate away from the legacy .Net monolithic middleware responsible for managing all SADAD transactions that are offered as part of the bank’s portfolio. SBM and Sol Consulting were engaged to assess, design and migrate all workloads to a microservices framework.
A major challenge faced by the client was in migrating their services due to insufficient technical knowledge about the design of their existing system, which was almost a decade old and had very little documentation.
Our Solution
As part of our engagement with NCB Alahli Bank, the following services were provided:
- Project Management service of 2 Onsite Arabic/English speaking PMs with the budgetary control authorities
- We conducted numerous technical discovery and design workshops that culminated in the delivery of a comprehensive Business Requirement Document.
- Compiled a technical design document for the delivery of a new cloud native microservices framework for the SADAD middleware.
Business Benefits
As part of our commitment to enhance the bank’s services, we successfully laid the foundations of a framework for the new SADAD middleware.
