Business/System Analyst Experience

Here are examples of how we have helped clients with Business and Systems Analysis.

Example 1 - ITIL Implementation

A leading telecommunications company was implementing ITIL for supporting its internal infrastructure. The ITIL Service Support processes implemented were:

  • Service Desk
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Configuration Management


Also implemented was a leading ITIL compliant system as well as dashboard reports. As a Lead Analyst, a Smart PlanIT resource was involved in every aspect of the project, with a significant role in configuring the application, designing the processes and creating a reporting solution as well as implementing the above.

Example 2 - Integration and Acquisition

When one large company acquires another large company, a main goal is to integrate the companies to attain synergies. This leads to a large complicated integration program that has a multitude of projects. A Smart PlanIT resource was involved as a Lead Analyst in several of these projects, including the following:

  • Consolidating the telephony support in a central location
  • Transitioning the telephony standards of the purchasing company into the purchased company, including a new upgraded voicemail system
  • Creating an inventory of all the voice and data circuits
  • Consolidating the IP network for all remote offices to a new MPLS network


This project led to a large reduction in operational support costs and increased efficiencies across the company.