- Case Study
FortisBC Surrey
- Overview
FortisBC, a leading energy provider headquartered in Surrey, needed a scalable, ITIL-aligned infrastructure platform to strengthen IT operations and service management.
Challenge
FortisBC required a secure and standards-compliant System Center suite, with the Microsoft System Center Service Manager (SCSM) acting as the central information service center aligned to ITIL ticketing practices. They specifically wanted all SCOM alerts to automatically generate tickets in SCSM for consistent incident tracking and management. Additionally, FortisBC requested automation to provision user accounts, email mailboxes, and workspace allocations in Active Directory.
Solution Implemented
- Designed and deployed SCSM, SCOM, SCCM, and Orchestrator for fully integrated system operations.
- Configured the Active Directory security model to map precisely to SCSM roles and permissions, ensuring secure and role-based access.
- Built both development and production environments for SCSM to support stable testing and production deployment.
- Developed automation workflows through Orchestrator to streamline user account, email, and seat provisioning within Active Directory.
- Integrated SCOM alerts with SCSM to automatically generate and route incident tickets, ensuring alignment with ITIL processes and consistent resolution tracking.
Results
The project provided FortisBC with a unified, ITIL-compliant service management framework, automated user provisioning, and improved incident response by funneling all SCOM alerts directly into SCSM for efficient handling. This increased operational efficiency, security, and consistency across their IT environment.
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