Intelligent Computer Services (ICS) is a global technology innovator and implementer of artificial intelligence (AI) solutions, with specialization in the finance and retail industries. ICS employs more than 150,000 individuals and has offices in 120 countries around the world, with its global headquarters in Dublin, Ireland. Its U.S. headquarters are in Chicago, IL, and other U.S. office locations include New York City; Austin, TX; Minneapolis, MN; and Seattle, WA, to name a few. To support its global footprint, ICS has built and managed five global data centers in Dublin, Chicago, Albuquerque, Singapore, and Tokyo. These data centers support ISC business objectives, as well as data center colocation space for its clients in the developing world. Ten years ago, ICS initiated a global assessment of its information technology infrastructure intending to start migrating its critical business solutions to cloud computing services. Unfortunately, as a result of the global economic recession, ISC had to put the initiative on hold to restructure its business operations to focus on growth and revenue improvements. Recently, with a 30% ($43 billion) revenue increase from ten years ago, double-digit profits, and cash on hand of about $7.5 billion, ICS’s board of directors approved an executive proposal to migrate 75% of its critical technology infrastructure services to the cloud in three years. The proposal aims to leverage native cloud services, software as a service (SaaS) solutions, infrastructure as a service (IaaS) platforms, and security services, as well as being multi-cloud. This cloud migration journey will include large human capital, finance, and talent development initiatives to ensure continuous delivery of first-class client services. The CIO has approved the strategic plan and roadmap for the SaaS solution and the implementation of Oracle HCM Cloud (Project One). Additionally, the human capital transformation initiative is in progress. Both initiatives are expected to go live in the next six months. As ICS plans the global release of the HCM solution, it is essential to have a well-defined operations plan to support and maintain the SaaS solution and apply the recommendations from the transformation. As part of the service acceptance team, develop an IT operations plan for the new HCM processes and cloud solution.
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