Overview

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Situation

Sempra US Gas and Power had recently experienced multiple organizational restructuring efforts. During one of these efforts the decision had been made to implement a new ITSM Tool to perform incident and change management processes. Due to staff turn-over and operational tempo the Tool was implemented mostly out of box without consideration for Sempra’s existing processes. Due to the lack of value the system was providing IT teams, it was largely avoided which left Sempra management with a lack of visibility into operational demands and IT Performance. Further, the incident management process became fragmented between different operational towers within the IT department.

Cask Action

The Cask team collaborated with the newly created Account Management team and began engaging with IT Leadership at Sempra to plan an assessment of the current IT Service Management processes and an assessment of the ITSM Toolset currently implemented. After performing Cask’s 360° Pulse Check assessment of Incident Management and Change Management, Cask shadowed multiple members of the IT Infrastructure Operations department to determine a typical day in the life of a Sempra IT Department team member. This shadowing included evaluating how each member of the team was utilizing the ITSM toolset. Cask then developed a comprehensive strategy for Sempra to regain standardization within their Incident Management process and streamline what was already a comprehensive change control process. Included in the strategy was a full replacement of their ITSM Toolset and the implementation of true process ownership and responsibilities. As well, cask recommended the introduction of a Service Portfolio, Request Fulfillment, Release Management and Configuration Management to complement the Incident and Change Management processes.

Results

Cask will be  assisting Sempra with their Service Portfolio implementation and defining the ITSM organizational roles and responsibilities.