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One stop-shop for IT and Business Services

ASSES YOUR AUTOMATION READINESS

CLIENT OVERVIEW

A multi-line insurer that serves its customers in global and local markets. With over 55,000 employees and a wide range of solutions, this globally operating insurance company has become a major provider of financial protection in both North American and Europe.

SCOPE OF WORK

A one-stop-shop (IT Shop) solution enabling self-service IT and automated service fulfillment, a lightweight IT with user experience as good as online shopping. The high-end IT Service Portal (IT Shop) we have re-developed for the client consists of:

  1. End-user portal – a self-service portal that provides a great user experience and interface, a helpdesk where users can find information efficiently and get help easily.
  2. Workflow engine and automated fulfillment backend – automated seamless process for handling IT requests with 100% success rate.
  3. Both are integrated into the client’s IT landspace for highly available, disaster recovery ready services.

OUR ENGAGEMENT

ENGAGEMENT MODEL

Our agile teams are in close collaboration with the client’s dedicated team for IT Shop. We are constantly working to improve the application and support the client throughout the process. Our team is responsible for the management and orchestration of IT Shop, whereas the client’s team for the technical monitoring of the infrastructure (such as network and servers).

By the end of 2018, a globally operating insurance provider has partnered with Elba Technologies to enable the transition from legacy IT Services Portal to an advanced high-end automated IT-Shop would cover the region of Switzerland, Spain, and CEE with more than 17,000 users.

The client was in desperate need of an IT Service Portal to support the huge increase in tickets for IT support from employees. They employed a 3rd party vendor to build a platform to support such requests. However, they were unable to implement it successfully.

Then, the client turned to Elba Technologies to better manage the project and successfully implement the IT Shop by improving already developed assets and make the platform functional. When our team took over the codebase of the original IT Service Portal (3rd party vendor developed) was not available for knowledge handover at the time of the transition (i.e., our team had to go through the codebase and figure out everything on our own).

Elba Technologies team, in close collaboration with the client:

  • Transitioned the product to its development team in a self-contained approach;
  • Refactored the frontend as well as backend code;
  • Re-platformed from Windows stack (IIS and MS SQL) to Linux stack;
  • Reworked the product for multi-node capability;
  • Redeveloped existing modules and developed new modules;
  • Integrated an automation engine; and,
  • Redeveloped the workflow engine from scratch.

RESULTS OF OUR COOPERATION

We developed the system into a reworked client infrastructure

Migrated a first set of existing complex services into the automated solution

Onboarded a set of new services into the solution

SCOPE OF OUR SOLUTION

PROJECT DURATION

Started in 2018, and counting.

CREATING

Elba Technologies created a fully re-engineered system using the existing code of the legacy IT Services Portal, integrated Red Hat automation technology for services fulfillment, recreated the workflow engine from monolithic Perl to resilient, highly scalable backend based on RabbitMQ message broker and Celery Distributed Task Queue

CO-DEVELOPING

One integrated team delivering parallel product transition, client project implementation, and product re-engineering. After developing a trusted relationship with the client's Switzerland, Spain and CEE service owners; Elba Technologies is now an integral part of client's internal sales campaigns with the aim to further develop the solution and extend to other regions.

ENABLING

Elba Technologies enabled its client to rethink its IT Services landscape and efficiently use the solution by providing program management, product ownership, architecture, infrastructure expertise, implementation as well as operations.

TEAM

Elba Technologies team with 4+ members is responsible for product development and client support. Team grows up to 8+ members during transition, migration, or implementation phases

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