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Operational Technology Service Delivery Model

At a Glance

Service Delivery Model

Developed a service delivery model to improve operational efficiencies and performance

Work Management System

Selected, implemented, and launched a work management system and asset management system

Process Efficiencies

Increased system transparency, developed process efficiencies, and improved end-user experience with OT services

Challenge

A midsize southwestern utility’s operational technology (OT) division needed help maintaining and improving operational area responsiveness to keep pace with industry changes. ScottMadden was engaged in helping the OT leadership team 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
  • Conducted design sessions to identify system priorities and simplify the decision-making process
  • Facilitated configuration sessions to ensure the solution met design requirements

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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