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Oil and Gas Industry
Amazon ECR, Amazon EKS, AWS CodePipeline, AWS CodeBuild
Improved ticket resolution, change success, approval efficiency, and audit readiness.
Oil Corporation Limited is a leading global energy company, involved in oil, gas, petrochemicals, and alternative energy sectors. With a strong emphasis on innovation, state-of-the-art technologies, and cutting-edge R&D, the company is committed to delivering energy responsibly and affordably, ensuring high-quality standards and transparency across all its operations.
Reduction in Ticket Resolution Time
Decrease in Failed Changes in Production
Improvement in Audit Readiness
The organization struggled with inefficiencies in tracking and resolving tickets due to unstructured workflows and communication. Delays in production changes caused frequent downtimes, while non-production changes lacked proper documentation, leading to accountability issues. The absence of a clear approval process hindered risk assessment and timely execution, while limited visibility into change statuses created confusion among stakeholders.
• Use Freshservice for centralized ticketing and change management.
• Standardize ticketing with automated updates and notifications.
• Implement a two-phase change approach: non-production first, then detailed production requests.
• Track changes with timelines, downtime, and status.
• Leverage Freshservice notes and attachments for documentation and communication.
A 60% faster ticket resolution, 90% fewer production errors, 100% reduction in approval delays, and enhanced audit readiness, saving 2 hours monthly through streamlined change management processes.
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