GCC in India · Shared services and IT
Clearing a three-quarter internal tool backlog in a GCC
Twenty-two internal tool requests sat in an IT backlog with a nine-month median age. Four departments had built their own tools outside IT, holding data the centre was accountable for.
- Company shape
- 1,500 to 3,000 seats, global parent
- Timebox
- One quarter, first wave
- Systems
- Identity provider, Ticketing platform, Regional data warehouse
IllustrativeThis write-up is a composite drawn from work of this shape. It is labelled because presenting a composite as a single engagement would be a fabrication.
Before
The state we started from
Twenty-two internal tool requests sat in an IT backlog with a nine-month median age. Four departments had built their own tools outside IT, holding data the centre was accountable for.
The decision
What had to be decided first
The programme entered at Expand rather than Proof because one governed application was already live. The gate was a publishing standard: no tool reaches production without an owner, a data boundary, and a maintainability check.
Built
What was actually built
A build-request intake with a triage rubric, a publishing gate reviewed by one engineer, a review standard for generated code, and enablement for two departments to build inside those controls.
What changed
Nine tools published in one quarter against a prior run rate of two, with median request age falling from 9 months to 6 weeks
- Measurement window
- One quarter, compared with the preceding two quarters
- Methodology
- Counted from the intake register. Only tools that passed the publishing gate are counted. Engineer review time is included in the programme cost, not excluded as overhead.
What did not work
Self-service publishing without engineer review was tried for two weeks and withdrawn. Two tools reached production with unscoped data access. The gate was reinstated and the tools were rebuilt.
Systems involved
- Identity provider
- Ticketing platform
- Regional data warehouse
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Next step
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