Operational Technology Service Delivery Model
ScottMadden regularly supports clients in modernizing their operational technology (OT) service delivery models in response to evolving industry demands.
Enhanced Service Responsiveness
Defined and implemented a modern service delivery model that increases OT operational efficiency and responsiveness
Increased Transparency
Launched integrated work and asset management systems to improve visibility and coordination across OT services
User Experience Improvements
Enhanced the end-user experience by standardizing service offerings and simplifying access to OT tools and support
Challenge
A midsize southwestern utility’s operational technology (OT) division faced challenges maintaining and improving operating area responsiveness while dealing with industry changes. The OT leadership sought to streamline processes, gain greater visibility into their system, and improve the end user experience.
Process
- Created a comprehensive service catalog to standardize service offerings
- Bundled and connected assets and applications to the service offerings to provide visibility into service linkages
- Developed a service delivery model to improve operational efficiencies and performance
- Identified vendors and facilitated RFP process and system selection
- Conducted design sessions to identify system priorities and simplify the decision-making process
- Facilitated configuration sessions to ensure solution met design requirements
- Developed dashboards and reports to track relevant metrics
- Facilitated UAT testing cycle and managed defect remediation
- Distributed communications pre and post launch to inform audience of changing processes
Result
- Selected, implemented, and launched a work management system and asset management system
- Increased system transparency and developed process efficiencies
- Improved end user experience and accessibility to OT services
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Let’s Work Together
We don’t solve problems with canned methodologies; we help you solve the right problem in the right way. Our experience ensures that the solution works for you.