COMPASS 2.0 & Gen AI implemented on ServiceNow Platform
- Customer
- LTIMindtree
- Project manager on the customer side
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- IT Provider
- LTIMindtree
- Year of project completion
- 2024
- Project timeline
- August, 2023 - February, 2024
- Project scope
- 46368 man-hours
- Goals
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- Migrate from traditional, on-prem system to enterprise platform
- Transforming to a unified, robust and modernized Platform to cover core Business Management functions
- As the organization is growing, make the Application scalable and flexible to meet the growing requirements
- Comprehensive approach to managing technology as a single integrated environment that continuously evolves and adapts to changing circumstances. · Ability to manage both strategic and operational demands, project, resource, timecard, Risk & Audit in one place, aligning all work to optimize business outcomes and respond rapidly to change. · Reducing the efforts needed to be spent by users resulting in improving the efficiency.
- Project Results
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- Simplified project categories and multi-lifecycle support
- Automated processes related to Audit plans
- 30% improvements in incident resolution times, and 80% reduction in routine task completion time and 50% cut in IT Operations cost.
- Simplified process for Project Management Plan, Progressive work product audits
- Near live data availability for Senior Management Reviews (SMR) reducing the manual efforts from 8hrs to 1hr for 2500 Project Managers
- Addressed major limitations in previous Project Management tool.
- Enhanced project structure to address Billing projects merger within and across contracts. This helps reducing manual efforts especially during mergers and new Org structure formations.
- Introduced Program category to address governance across multiple practices.
The uniqueness of the project
- Implementing Strategic Portfolio Management (SPM) successfully for IT/ITES companies, is first time in India and very few globally. · The largest deployment across ServiceNow customers so far globally.
- Replacement of legacy on-prem system (8yrs old) to the Enterprise level Platform.
- It touches all the core applications of HR, Finance, Invoicing, Audits, Risk and other functions.
- 14 upstream-downstream integrations with other enterprise platforms and custom-built Applications.
- Huge involvement of OCM (Organization Change management) making all the personas (6000+) using the new system and making them comfortable by clarifying their questions and at the same time, taking valuable feedback.
- Used software
- As part of COMPASS 2.0 scope, we had the upstream and downstream integrations with multiple applications, where the data is consumed through COMPASS 2.0. Below is the Functional workflow and Technical Architecture for Enterprise platform and COMPASS2.0.
- Difficulty of implementation
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Technical complexity, combined with scalability limitations of the earlier tool. A major reason of migrating to an advanced and scalable platform.Project Scale: The size and features planned to implement were large and multiple. However, we could implement these, by making logical grouping of each feature.Multiple stakeholders: since this transformation project is the unified Application for multiple personas in large number, the stakeholders were many.
- Delivery Excellence - System Transformation Team as Business users
- Audit Team as Business users
- Downstream/Upstream Applications teams for integrations
- Enterprise Technology Team
- Practice Teams (Competency Units)
- Project Description
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Overview
COMPASS 2.0 is the core business application to enable centralised project metrics, right from the Project health, risk, issues, best practices, Audit, tracking Audit comments, idea generation, team member tasks along with quality metrics. This Project is extremely critical for the business not only from monitoring projects, but also it helps in Invoicing to customers. The tasks given in COMPASS 2.0 get integrated to our Timesheet system, where employees submit their tasks, which in turn get invoiced to customers.This application makes the implementation of scenarios such as re-org easier, when new Units created, or some get merged/closed.COMPASS 2.0 has the feature to merge/de-merge the Projects seamlessly to handle such situations, which were manual in the past. This solution is made as a central solution for Project Managers for all major Project Management activities.
Combining GenAI features, helped L1 Support engineers to summarize the incident for faster understanding of the issue. Also, summarize the resolution notes to understand the resolution given by another engineer. This improved the efficiency of the engineers multi fold. The Team Lead of the L1 Engineers can now see it real time the improvements in efficiency made by his/her team.
Project Scope
Migrating from a traditional on-prem third party system where the scalability and flexibility were limited, to a single and integrated solution for Project Managers, Delivery Managers, Portfolio Heads, Project Auditors and Leaders a comprehensive system for Project metrics, conduct Audits and Reviews, with improved user experience, enhanced productivity, better compliance, easy reporting on scalable and secured enterprise platform. Implementing upstream and downstream integrations through enterprise middleware. This transformation, powered by GenAI helped the back-end support engineers and L1 support team in responding to the queries by PMs, DMs and others, improving adaptability, manage client expectations.
Key metrics
- Count of Project Managers, Delivery Managers, Delivery Partners = 5000+
- Count of Projects that the COMPASS 2.0 is implemented for = 7000+
- Count of upstream and downstream integrations done with applications = 14
- Count of Audits that get performed at Account/Project level monthly = 500+
- Count of Senior Management Reviews conducted monthly = 1000+
Project Importance
- Uni-system for all the Delivery Excellence activities by multiple personas
- Improved user experiences using Gen AI
- Project Management and Execution of Delivery projects
Feature
Benefit
Migrate the Application from Digite to SPM
Moved to Enterprise ServiceNow Platform
Migrate past data to SPM
No data loss of Legacy projects information
Demand Management
To track different demands on same account under same Parent project
Project & Portfolio Management
Simplified PMP with pre-populated master process & project specific processes
(PM effort saving of 6 hrs per project ~ 9600 hrs of PM efforts for 1600 managed projects)
Project Planning, Project monitoring
Program as new category introduced with governance and practice level SMR, audits & tracking of items etc.,
(Addressing 135 programs at org level)
Agile Development
Simplified Sprint planning and Reviews
Test Management
End to end test Suite for the Testing Automation.
Senior Management Reviews
· Near live data availability for Senior Management Reviews (SMR) reducing the manual efforts from 8hrs to 1hr for 2500 Project Managers Risk profiling, Audit & Metrics
Auto-generation of draft & final audit plan
(saving 20 hrs efforts per month)
Reports and Dashboards
Real time information and faster decision making
- Project geography
- Used by all LTIMindtree employees. We have 85,000+ people across 32+ countries globally.
- Additional presentations:
- Global CIO PTY - Compass - V 1 0.pdf