RRD has two internal request systems to help manage their internal IT services operations. The Infrastructure Service Request (ISR) system is used for basic IT items/services (i.e., hardware, software, network access) and runs on Request Center (by newScale). The Initiation Project Request (IPR) system used for internal IT projects, ran on Lotus Notes.
RRD wanted to integrate the two request systems into a single workflow which would provide the functionality necessary to improve efficiency and effectiveness within the IT services department. Desired benefits included time-saving workflow automation, project-specific collaborative capabilities, centralized document repositories, streamlined internal solution development life cycle (SDLC), and standardized processes to improve compliance with corporate guidelines and government regulations.
SolutionPartnering with RRD and the Microsoft team, Avanade was selected to design a SharePoint Workflow pilot to create a consolidated IPR system with robust collaboration capabilities. Using Microsoft Windows SharePoint Services 2003, Microsoft Office SharePoint Server (MOSS) 2007, and InfoPath 2007, Avanade built a system that automated the request process, streamlined the SDLC, and enabled users to collaborate on project activities.
The new system uses Request Center to receive the initial project request Project request data is then forwarded to a web service on the SharePoint server. The web service automatically routes the request through the approval chain in a secure and paperless process.
Upon project approval, the system generates an InfoPath form to create a project estimate, that then becomes part of the SharePoint Collaborative team site. These project-specific sites provide a centralized workspace for sharing information, monitoring project status, and collaborating to create, edit, and approve documents.
ResultsAvanade’s SharePoint/InfoPath solution provides RRD’s IT Global Management Group with the following value-driven results: