Case Study
Evaluating Alternatives for Enterprise IT Service Management & Workflow Platforms
Introduction
The U.S. Nuclear Regulatory Commission (NRC) oversees the nation's civilian use of radioactive materials to ensure public health and safety, promote common defense and security, and protect the environment. Reliable and efficient IT services are crucial for the NRC to perform its regulatory functions effectively. The agency's IT needs are complex, involving the management of vast amounts of sensitive data and ensuring uninterrupted service across multiple locations nationwide.
Utilizing an on-premise instance of BMC’s Remedy as its primary IT Service Management (ITSM) platform, the solution was increasingly viewed internally as inadequate due to its outdated interface, lack of modern automations, and complex integration techniques with other IT operations management tools. These perceived limitations hindered user satisfaction and operational efficiency, prompting the NRC to evaluate other ITSM solutions that could meet the evolving demands of its operations and strategic objectives.
The Challenge
The NRC's primary challenge was the perceived obsolescence of its existing on-premise ITSM solution, which was not only heavily customized but also considered costly and complex to maintain. The agency needed a solution that could:
Enhance the user experience for both IT staff and end-users.
Increase automation to reduce manual processes and improve efficiency.
Offer better integration capabilities with existing and future IT infrastructure.
The primary goals for a potential ITSM solution replacement included:
Streamlining operations to improve response times and service delivery.
Adopting a more modern ITSM platform that could support enhanced analytics and reporting.
Ensuring the new solution would be scalable and adaptable to future technological advancements and regulatory requirements.
The Solution
To support the agency’s efforts, Northramp performed a comprehensive Analysis of Alternatives (AoA) which began with an in-depth assessment of the NRC's current ITSM capabilities, definition of its requirements, and the identification of key market solutions that could potentially meet the agency's needs. The AoA process included:
Stakeholder Engagement: Interviews and workshops with NRC stakeholders to gather detailed requirements and expectations.
Market Research: Analysis of the current ITSM solution market, focusing on leading providers that met federal compliance standards.
Evaluation Framework: Development of a scoring system based on functional effectiveness, technical maturity, organizational fit, implementation feasibility, and investment requirements.
The AoA identified leading solution candidates, ranking each against the establish criteria. ITSM platform attributes were also noted including their robustness and wide range of capabilities as well as their relative maturity and breadth of features that could potentially transform the NRC's IT operations. Additional attributes were identified incuding the simplicity and/or complexity of the implementation process and their usability and forecasted total cost of ownership.
Outcomes
The detailed evaluation provided by Northramp enabled the NRC to better understand each solution's strengths and limitations in the context of their specific operational environment and strategic goals. The AoA also facilitated a nuanced discussion among decision-makers about the future direction of the agency’s ITSM strategy. Equipped with comprehensive data and insights, the NRC's management was positioned to make an informed decision that balanced current needs with long-term IT and organizational goals. The decision process was underscored by a strategic alignment with the agency's broader mission to enhance regulatory oversight through improved IT services.
The results of Northramp’s AoA efforts are expected to guide the NRC's ITSM strategy for years to come, helping ensure their selected solution can adapt to evolving their technological ecosystem and continue to enhance the agency's ability to fulfill its regulatory mission.