Today organizations across industries are grappling with outdated systems, fragmented processes, and inefficiencies. Modernizing IT systems is a priority, especially for the European public sector. Managing a decentralized network spanning over 10 regions and approximately 5,000 devices, a large German public sector organization faced significant operational inefficiencies that impacted data accuracy, collaboration, and overall productivity. With the help of MAXXYS, a Broadcom Pinnacle partner, the organization embarked on a transformative journey to modernize its IT infrastructure and processes.
The Challenge: Decentralized Network Management and Manual Processes
The customer’s network management system was fragmented, with regional administrators responsible for their respective segments but lacking direct access to the central monitoring system. All changes, whether adding, removing, or modifying network devices, had to be reported manually to a central team via emails or phone calls. This lack of a standardized process led to frequent delays, miscommunication, and inaccuracies in the Configuration Management Database (CMDB). Often called a single source of truth, CMDB is a central repository of serial numbers, IP addresses and other inventory details that keep track of all IT equipment and devices from the time of purchase.
Critical issues arose when emails were sent to personal inboxes of administrators who were unavailable, leaving updates unprocessed for weeks. The absence of traceability further compounded the problem, as there was no way to track who made changes, when they were made, or whether they were processed correctly. Lack of communication across affected teams compounded the problem. Based on MAXXYs’ experience working with the public sector, when something goes wrong, nobody feels responsible. Instead, everybody just finger points, ‘It can't be me.’ Everybody's sitting there and not talking to each other.
The Solution: Automation and Self-Service
MAXXYS, leveraging its decade-long relationship with the organization, developed a comprehensive automated solution using multiple Broadcom products including Service Catalog, NetOps Spectrum, and ITPAM (IT Process Automation Manager). The solution created a self-service portal for regional administrators to manage their devices through controlled access lists, with automated daily processes that validate data and feed updates directly into the monitoring system and CMDB. This automation eliminated manual data entry errors, reduced delays, and established a Service Level Agreement (SLA) guaranteeing that updates entered before noon would be reflected in the CMDB by the next day. The initiative also provided full traceability, allowing administrators to track who made changes, what was updated, and how the process unfolded.
The Impact: Breaking Down Silos and Enhancing Efficiency
The implementation of the automated solution had a transformative impact on the organization. Data accuracy improved dramatically, and the streamlined process allowed regional administrators to focus on their core responsibilities without being burdened by manual reporting. The initiative also broke down organizational silos, fostering collaboration between different IT groups.
Through this automation project, the CMDB team gained much higher visibility within the organization. They came from feeling like we are here somewhere in the background, nobody really cares what we are doing to having a high profile. Suddenly everybody understood why it is important to have the proper data in the CMDB. The success of this project has paved the way for additional automation initiatives with the customer and has been recognized by Broadcom as a top-level worldwide implementation.
Lessons Learned: The Value of Automation and Collaboration
The success of the German public sector organization’s transformation underscores several key lessons for organizations embarking on their own IT modernization journeys:
- Automation is Key: Automating repetitive and error-prone tasks not only improves data accuracy but also frees up valuable time for IT teams to focus on strategic initiatives.
- Centralization Enhances Efficiency: A centralized system ensures consistency, reduces delays, and provides a single source of truth for all stakeholders.
- Collaboration Breaks Down Silos: Bringing together different IT groups fosters better communication, alignment, and recognition of each team’s contributions.
- SLAs Build Trust: Establishing clear Service Level Agreements ensures accountability and sets expectations for performance and outcomes.
- Future-proofing is Essential: Modernizing IT infrastructure with scalability and adaptability in mind prepares organizations for future challenges and opportunities.
A Broader Perspective on IT Modernization
The story of this German public sector organization is just one example of how Broadcom partners are driving meaningful change. Emily Martin, EVP of Hybrid Platforms at Pellera Technologies, emphasizes the role of IT modernization in helping organizations navigate complex challenges. “We work with a lot of public sector organizations trying to ensure their tools serve citizens optimally. Sometimes, it’s about addressing technical debt and moving off legacy systems. Other times, it’s about overcoming decision paralysis and finding the right tools to move forward,” she said.
Francisco Perez van der Oord, founder and president of ITQ, highlights the importance of IT modernization in enabling organizations to adapt to evolving demands. “We modernized the IT infrastructure for a leading European software provider by consolidating multiple data centers and transitioning to a scalable, automated private cloud environment, VMware Cloud Foundation (VCF). This included advanced automation, self-service portals, and a migration plan executed without service disruption,” he explained.
A Blueprint for IT Modernization
The journey of the German public sector organization, supported by MAXXYS, serves as a blueprint for IT modernization. By addressing the pain points of decentralized management, manual processes, and data inaccuracies, the organization achieved a level of efficiency and collaboration that was previously out of reach. As Broadcom remains focused on delivering innovative technologies, its global partners can unlock new levels of performance, agility, and innovation, enabling organizations to thrive in an increasingly digital world.