{"id":4355,"date":"2023-01-20T06:50:40","date_gmt":"2023-01-20T06:50:40","guid":{"rendered":"https:\/\/anakage.com\/blog\/?p=4355"},"modified":"2023-02-10T08:30:08","modified_gmt":"2023-02-10T08:30:08","slug":"one-of-indias-largest-oil-and-gas-company-in-its-digital-transformation-journey-empowers-its-existing-itsm-with-anakage-platforms-strong-auto-remediation-capabilities","status":"publish","type":"post","link":"https:\/\/www.anakage.com\/blog\/one-of-indias-largest-oil-and-gas-company-in-its-digital-transformation-journey-empowers-its-existing-itsm-with-anakage-platforms-strong-auto-remediation-capabilities\/","title":{"rendered":"India’s largest Oil and Gas Company in its digital transformation journey empowers its existing ITSM with Anakage platform’s remediation capabilities.- A Case Study"},"content":{"rendered":"

About the Company<\/strong><\/h2>\n

This multi-billion dollar company <\/span>was founded in 1956 and is India’s biggest crude oil and natural gas company, contributing to around 71% of domestic output. The highly engaged staff of approximately 9,500 employees working across India at its many refining and marketing facilities has enabled consistent outstanding performance.<\/span><\/p>\n

Challenges<\/span><\/h3>\n

1. After the ticket closure, there was no instant feedback mechanism.<\/span><\/h4>\n

The ticket closure is crucial to identify at what stage and issue category the resolution was made; without accurate reporting and a proactive feedback mechanism from the<\/span> end<\/span> user, the efficiency of the ticket closure declines.<\/span><\/p>\n

Traditional ticket closure involves manually calling the end user and asking whether the problem has been resolved or sending an email asking for a comment on the issue resolution, which consumes precious time from both the end user and the IT administrator.<\/span><\/p>\n

The entire new interactive communication between the end-user<\/span> experience<\/span> and the admin is overlooked across the traditional approach, and there is no adequate reporting of the issue statement at the stage level.<\/span><\/p>\n

\"end<\/p>\n

Also Read: Moving from reducing tickets to helping organization goals \u2013 IT for digital transformation<\/a><\/p>\n

2. No omnichannel integrated ITSM solution existed.<\/span><\/h4>\n

Every time there was an issue on the end user’s machine, the only available option was for the user to raise a support ticket. Even if the problem was as simple as \u201cExcel file was not opening,” the remedy was not readily available, the IT admin had to execute a remote desktop calling or a phone call.<\/span>\u00a0<\/span><\/p>\n

Self-service appeared unimaginable, resulting in a piling of support tickets. The user accessed many applications at times, including Microsoft Teams, <\/span>Telegram<\/span>, Google Chrome, and various devices, laptops, and desktop computers which required a single omnichannel integrated solution.<\/span><\/p>\n

The IT admin team had to offer the exact resolution many times, resulting in inconvenient workflow and time loss.<\/span><\/p>\n

3. Power Shell scripts for task automation had to be evaluated and authorized, which chewed up valuable time.<\/span><\/h4>\n

Power<\/span> s<\/span>hell is a built-in command line tool that is been enabled as default on every windows operating system, covering the majority of corporate PCs and Laptops.<\/span><\/p>\n

It may run code downloaded from the internet, use.NET libraries, and include built-in remoting, which may lead to a significant data security breach in any organization.<\/span><\/p>\n

Due to the above Power Shell vulnerabilities and threats, many <\/span>organizations<\/span> do not accept Power Shell as part of their group policies.<\/span><\/p>\n

4. <\/span>Power Shell <\/span>s<\/span>cripts provided a limited monitoring feature.<\/span><\/h4>\n

According to <\/span>Don Jones<\/span><\/a>, <\/span>a Microsoft MVP specialist<\/span><\/a>, power shell scripts can only display the software and apps that are available on the end user’s system, but the most current update necessary for the software<\/span> application<\/span> that <\/span>needs<\/span> to be done and patch management <\/span>were<\/span> omitted.<\/span><\/p>\n

The following metrics were absent from conventional analytics:<\/span><\/p>\n