Challenge
The NYC Housing Department needed comprehensive IT support and a seamless transition plan for their IT infrastructure services. They faced challenges in maintaining situational analysis, system and application support, equipment maintenance, and efficient end-user assistance. There was a critical need for a structured approach to address these areas while ensuring minimal disruption.
Solution
Molaprise implemented an IT Infrastructure Library (ITIL V3/V4) aligned approach, incorporating a Services Maturity Model (SMM) and a Zero Services Error Framework (ZSEF). The company developed a comprehensive transition plan embedded with knowledge checks and quality gates to ensure transparency, control, and minimal disruption. By using best practices, automation, and continuous training, Molaprise ensured effective support and monitoring of service delivery.
Key Activities
- Conducted a situational analysis and gap assessment of the NYC Housing Department’s IT processes.
Developed a structured transition plan based on ITIL principles, ensuring a seamless transition with knowledge checks. - Supported end-user operations including application setup, troubleshooting, root cause analysis, and equipment maintenance.
- Applied a Services Maturity Model (SMM) for continuous service improvement and transformation.
- Implemented the Zero Services Error Framework (ZSEF) focusing on operational stability through change management, competency development, and error reduction.
- Provided extensive support for third-party applications and performed system upgrades and imaging for mass deployment.
- Trained teams on new processes and updated documentation for improved process management.
Outcomes
- Seamless Transition: The NYC Housing Department experienced a smooth transition with minimal disruption to services.
- Improved Operational Stability: With the ZSEF framework, operational stability was enhanced through robust change processes and human error reduction.
- Enhanced Service Delivery: Molaprise’s ITIL-based approach and SMM framework ensured that service delivery was continuously monitored, measured, and improved upon.
- Increased Efficiency: Automation and training efforts led to quicker resolution times and better support for end-users.
Conclusion
Molaprise’s tailored approach for the NYC Housing Department demonstrated the power of structured service delivery and process improvement. By leveraging ITIL best practices, automation, and continuous learning, Molaprise ensured the department’s IT infrastructure was stable, efficient, and positioned for long-term success.
