Transforming Legacy Systems: HCTRA’s Journey to Streamlined Efficiency and Future-Ready IT Processes
Challenge
System in place was heavily customized by legacy personnel without documented guides/processes. Numerous configuration issues within the existing system made it difficult to grow and transform with the changes in business requirements. Their Major Incident process was also leveraging unnecessary and inefficient workarounds to execute text notifications to teams for incidents and tasks because of more broken and incomplete configuration. A number of workflows and processes were mature and properly tuned which needed to be replicated in the new system. Flowcharts and documentation of these processes existed and needed to be utilized to ensure functionality was migrated completely.
Solution Approach & Summary
- Iterative Requirements capture over time to meet timeline requirements
- Collaborative configuration effort to have multiple workstreams running in parallel
- Reengineer/reverse engineer current system and transpose into a working system with additional improvements in efficiency and configuration
- Correct and improve upon API integration with xMatters for Major Incident and Task notifications
- Implementation of a Change Request process with upwards of 4 approval layers, workflows, and conditions for each
- Migration of existing dashboards, widgets, searches, one-steps, object fields, and forms through the use of mApps
Results
The end state of this was a system which streamlined the existing configuration, improved upon functionality where possible, and mitigated broken and incomplete functionality. This allowed HCTRA to start out new in an environment built with a more future focused system built with a solid foundation to enable and support their business processes as they grow instead of being a hindrance.
