Seamlessly streamlining complexity

Challenge

The operational environment for the world's second-largest processor and marketer of chicken, beef, and pork is profoundly complex: Its diverse global operations include 29 plant locations, 410 remote locations, nine hub locations, and 63 spoke locations.

Solution

Deloitte conducted a robust transition approach so that the company would see no impact to business and stood up a highly productive team on day one of steady state. The transition included 40 subtowers, incumbent-owned software licenses, low documentation, high numbers of P2 and hot P3 incidents, and nonnegotiable go-live dates.

Specific services included:

• On-prem infrastructure: Five major data centers, approximately 2,000 physical servers, and 4,000 VMs
• Cloud managed services for 5,000 VMs
• Network management for LAN, WAN, Wi-Fi, and cloud
• DBA/middleware services for more than 7,000 databases
• Full suite of Deloitte cybersecurity services
• Modern workplace/client services—40,000 desktop, laptops, VDI, mobile
• M365/Teams management for 40,000 users
• Call center/service center receiving more than 22,000 calls per month
• SAP application management services—hundreds of SAP servers
• Non-SAP managed services—more than 70 non-SAP applications

The power of preventive maintenance

Challenge

The largest security agency in the federal government created an office for the chief information officer to provide enterprise IT support. Deloitte supports the agency in execution of its mission by protecting and managing the critical data stored and exchanged, including government-wide classified information for our nation’s most important programs.

The agency’s environment is large and complex in scale spanning:

• More than 58 sites nationally with hundreds of network devices
• Hundreds of physical servers and thousands of virtual servers running on Windows, Linux, and Unix
• Workstations and laptops in non-classified internet protocol router (NIPR), secret internet protocol router (SIPR), and joint worldwide intelligence communications system (JWICS) enclaves

Solution

Deloitte is responsible for providing the agency with full life cycle and sustainment support. We provided management, collaboration, and execution of more than 65 operational projects across seven task areas, with a mobile workforce dispersed across several different pillars and within 10 different offices in the United States. We support nearly 10,000 users across field sites with a team of more than 400 staff.

Within the first year, Deloitte helped the agency realize an 87% reduction in outage time of mission-critical applications as a result of implementing preventive maintenance solutions. Deloitte has exceeded government expectations and streamlined the process for capturing over 31 service level agreements (SLA) that span the seven task areas across the IT function.

Specific services included:

• Program management
• Operational performance monitoring and reporting
• Call center and service desk support
• End-user application and IT support
• Unified communications
• Server and storage operations and maintenance (O&M)
• Network support, database management, and asset management
• Configuration, change, and release management
• Application development and sustainment
• Disaster recovery
• Communications security (COMSEC)
• Computer network defense (CND)

Reducing technical debt through migration

Challenge

A large government data center supports 5 million transactions per day to verify identity, benefits, and entitlements for active military and veterans. Its operational environment spans a variety of geographic areas and multi-cloud infrastructures. To maintain quality and reliability, the client needed to overhaul its IT operations to reduce technical debt, improve system monitoring and availability, mature ITSM process, enhance customer experience, and attain security compliance.

Deloitte set out to deliver on-premise and cloud IT infrastructure services. Our Enterprise Management Information Technology Services (EMITS) span the entire spectrum of existing and future technical environments, hardware and software systems, and life cycle applications supporting unclassified non-secure internet protocol router network (NIPRNET) and classified secure internet protocol router network (SIPRNET) environments.

Solution

Over the course of the EMITS contract, Deloitte reduced technical debt and increased system availability by migrating 66 systems to a multi-cloud environment and reduced the client’s data center footprint. Nearly a dozen ITSM processes were analyzed, resulting in improved asset life cycle tracking, better access to knowledge, and faster incident response times, to name just a few. A customer-first approach and new self-service capabilities were launched to reduce ticket volumes, improve resolution times, and increase overall customer satisfaction.

Through EMITS, Deloitte provides:

• System, database, mainframe, and network administration; manages 11 IT service management practice areas (e.g., incident, fulfillment, change, knowledge), tracking for more than 21,000 hardware and software assets
• Onsite and remote Tier II customer support for users including the 200+ customer service representatives (CSRs) at the consolidated call center (CCC)
• Management of public key infrastructure (PKI) capabilities by processing requests for tokens and certificates for both SIPRNET and NIPRNET environments
• Cybersecurity risk management framework execution for up to nine security boundaries; execution of vulnerability management support to minimize the center’s vulnerabilities per host
• Build and deployment of automation and policies to support the center’s government-off-the-shelf (GOTS) application releases
• DevSecOps activities support, including planning, building, testing, deploying, operating, and monitoring application pipelines and tools within the center
• Enterprise DBA support for the center’s enterprise-level applications to ensure and verify objects deploy correctly to the application-level databases across the center’s environment
• Full range of cloud application migration support activities for 165 systems (500 applications) used by the government’s global military and veteran user base
• Technical project management support by planning, managing, and reporting on IT infrastructure implementation and decommissioning projects to include upgrades, enhancements, deployment, and retirement of systems; real-time system monitoring of center’s infrastructure and systems performed by our virtual network operations center (vNOC) 24/7/365

Strategic savings plans and cost management

Challenge

A Fortune 100 health care insurer faced challenges related to a fragmented operating model, unstable container platform, lack of standardization in database operations, and inefficient cloud cost management.

Solution

Deloitte served as a trusted advisor, committed to excellence, tailored strategies, and proactive engagement. We proposed a strategic plan to lower total cost of ownership by minimizing transition costs and continuing cloud managed services at a fixed fee for cost-effective solutions. Our automation-driven standardization established a cloud operations framework that leveraged automation to standardize deployments and drive operational efficiency. Together, the client and Deloitte achieved $23 million in cloud consumption savings over two years through strategic savings plans and cost management.

Tactics included:

• Collaborating with the incumbent vendor to develop and execute a transition plan to streamline timely delivery across workstreams
• Developing a cloud operations framework using automation to standardize deployments and improve efficiency
• Standardizing life cycle management for various container platforms (OpenShift, Amazon Web Services, EKS, ROSA, GCP GKE) with zero downtime, boosting efficiency
• Streamlining database operations by standardizing intake and enforcing life cycle management for compliance and version support
• Developing a cloud governance framework designed to provide compliance, facilitate seamless reporting, and enable automated, scalable remediation
• Adopting cloud financial management leading practices to optimize costs via electronic data processing, savings plans, reserved instance purchases, and waste management

SAP production support for more than 50,000 users

Challenge

In 2019, a global telecommunications company initiated an ERP program to unify and streamline its ERP strategy, aiming to simplify, standardize, and automate processes for an intelligent enterprise with real-time insights. Deloitte was entrusted to provide level two and three production support for the client's SAP systems, serving more than 50,000 end users.

Solution

Our responsibilities included defect resolution, change request management, customer relationship management, test management, and transport management.

By 2023, the company sought to optimize its AMS vendor landscape, aiming to reduce the number of service providers. In February 2024, the client rationalized the landscape, and Deloitte was selected as its strategic advisor to enhance efficiency, modernization, and innovation. The client rationalized its collaborators across its application portfolio from 13 vendors down to two, and Deloitte was selected for the delivery and managed services for 74 applications across the enterprise and employee domains. Additionally, we established a strategic Results Management Office to centralize all application development and maintenance services, bringing streamlined operations and consistent delivery.

Modernization to reduce IT expenditure

Challenge

Deloitte's team of more than 200 delivers comprehensive Operate services for a multinational semiconductor company’s SAP and non-SAP applications. Amid frequent acquisitions, the company needed a reliable IT advisor to sustain operations and embark on an innovation journey to reduce IT spend.

Solution

Our ability to rapidly scale, and deep industry and functional knowledge, enabled us to modernize and innovate effectively. We rearchitected multiple applications, including a significant revamp of the company’s portal architecture with Liferay and Metal.js, reducing portal build time by 50%.

Deloitte's leadership and experience were crucial in stabilizing the company’s distributed and complex environment.

Despite ongoing acquisitions, our architectural and performance improvements led to a 20% reduction in ticket inflow within two years. We introduced self-service pages, further reducing ticket inflow by an additional 30% and freeing up bandwidth. Automation in incident management reduced the need for human intervention, and preventive maintenance added further value.

These efficiencies allowed us to expand the scope of work to include four additional portal applications, serving 50,000 end users without increasing capacity. Over three years, we shifted focus from 80% incident management and 20% enhancements to 80% enhancements and 20% incident management. As a result, Deloitte was a key collaborator driving the client's IT expenditure reduction from 3% of revenue to 0.85%.

Ongoing migration, maintenance and enhancements

Challenge

Deloitte supports one of the largest aerospace and defense manufacturers in the world in managing and enhancing approximately 300 applications, facilitating consolidation across corporate and two other integrated companies. Our scope includes application rationalization, consolidation, and retirement to streamline operations. The scope of work includes application management and enhancements, SAFe Agile approach, COTS application support, 24/7 support, and managed capacity.

Solution

For AME, Deloitte is providing maintenance and enhancements, including Level 2 support for incident handling, code and data fixes, and performance updates. In data center and cloud migration, we are supporting ongoing application migration for data center consolidation and transition to a private cloud environment. We are participating in project-based small changes and upgrades using a SAFe Agile methodology.

Deloitte is also administering, monitoring, and maintaining COTS applications, including regular patching and upgrades. Deloitte is expanding DevOps responsibilities and DBA capabilities to support the company’s private cloud environment.

For managed capacity (staff augmentation), Deloitte is providing additional resources, including developers, business support analysts and scrum masters, who have all become vital team members.

Full-scope SAP security for more than 45,000 users

Challenge

Deloitte provides global, 24/7 AMS as well as ADM services for the client's extensive SAP enterprise over 11 landscapes, serving more than 45,000 users across 25+ countries. Our services include incident response and resolution, service request support, minor and major enhancements, and new projects and countries.

Solution

Our Testing Center of Excellence supports end-to-end testing and integrates automated testing across the enterprise, ensuring robust and reliable operations. In the analytics space, we support all cloud migrations (i.e., Snowflake, AWS, SnapLogic), supply chain analytics, and master data management applications.

We manage the full scope of SAP security, including role development, authorizations management, audit compliance, and access provisioning. Our e-commerce support encompasses the BCP hybris order platform, Snowflake data integration, and Power BI reporting and analytics. We also perform security on the analytics platform.