Cloud Transformation with ITSM Optimization

Helping enterprises navigate from On-premise to CLOUD

Project Overview

From 2019 to 2022, the client’s applications and backend systems were spread across multiple on-premise data centers. While operationally stable, the setup constrained agility, scalability, and the ability to support business growth.

As the Service Delivery Lead, I oversaw the migration of 18 applications to a hybrid cloud environment over two years, ensuring seamless service continuity, stakeholder alignment, and measurable improvements in IT performance.

Challenges

The client’s applications and backend systems were hosted in multiple on-premise data centers. While technically efficient, the existing setup limited agility and scalability, with expected business growth demanding a more flexible solution

Challenges
Approach

My Approach

  • Led migration of 18 enterprise applications from multiple on-premise data centers to a hybrid cloud (AWS & Azure) over 3 years, ensuring minimal disruption to business operations.
  • Enhanced existing ITSM practices (ITIL v4) by optimizing incident, change, and service request workflows for cloud-specific needs.
  • Streamlined change approvals and automated ticket categorization to accelerate incident resolution.
  • Coordinated cross-functional teams and stakeholders, maintaining 99.9% uptime and 50% faster application response times.
  • Developed a real-time service performance dashboard to monitor KPIs, drive continuous improvement, and enhance end-user experience.
  • Standardized service request templates across applications, improving request handling speed and consistency.
  • Refined escalation policies to ensure faster resolution of high-impact issues.
  • Optimized CMDB entries for cloud workloads, improving asset visibility and reporting accuracy.

The Results

A scalable, reliable platform that empowers both customers and technical teams.

  • Enhanced ITSM compliance, standardizing service management practices across the IT portfolio.
  • 50% improvement in operational efficiency, streamlining IT processes and workflows.
  • 85% reduction in system downtime, ensuring business continuity and reliable IT services.
  • 99.9% system availability post-migration, enhancing end-user experience and trust in IT services.
  • 50% faster application response times, empowering business teams with agile and scalable IT capabilities.
Challenges

Key Outcomes

100%

Enhanced ITSM Compliance, standardizing service management proactic across IT portfolio

85%

Reduction in system downtime

50%

Improvement in operational efficiency

99.9%

System availability post-migration

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