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Case Study - Electric Utility

Industry: Energy

The Company

Our client is an electric cooperative that provides reliable wholesale power to its generation and transmission network. Similar to other energy sector companies, our client is regulated by the Federal Energy Regulatory Commission (FERC) which defines and enforces reliability standards for the bulk power system found in the NERC CIP (North American Electric Reliability Corporation Critical Infrastructure Protection) standards.

The Challenge

As the CIP standards continue to evolve and energy companies have additional audits that require more in-depth documentation, many energy industry companies are seeking better Service Desk solutions with advanced audit-ready change management processes.  With multiple power plants online and more coming soon, our client has a large and disperate infrastructure to protect and manage.  

The SunView Software Solution

The client leveraged ChangeGear to implement strong change control processes and configuration management to support future audits. The first step was to build the complete asset database with the ChangeGear Service Desk platform’s CMDB. This was a comprehensive project that once accomplished, enabled the Administrator to focus on the creation of complete reporting and audit trial-ready documentation for auditor presentation.

The Results

Utilizing the enterprise-grade features of the ChangeGear Service Desk Platform to build better reporting from both the Change and Release Management solution and the CMDB, impressed the NERC CIP auditors.  Following the unofficial audit process, the Administrator was invited to speak at industry conferences to present their ChangeGear asset tracking and management solution.

The client was able to demonstrate to the the auditors how the new change management program touches all of the NERC CIP standards that we are required to be in compliance with.  

Future ChangeGear implementation planning at our electric power company client includes linking to their internal SharePoint solution. By adding Incident and Problem ticketing to their current solution, the internal IT organization plans to drive increased efficiency in ticket resolution and improved end-user satisfaction. 

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