About The Client

The client is a leading water and wastewater services provider in UK, responsible for delivering essential water and wastewater services.

As part of its ongoing digital transformation, the client wanted to modernize its technology landscape and introduce new digital applications to support operational teams, improve processes, and strengthen regulatory and incident management.

The applications supporting key business and operational processes formed an integral part of the digital transformation. Given their importance to day-to-day operations, the objective was to ensure reliable and responsive support, and effective issue resolution to maintain seamless operations and business continuity.

Business Challenge

  • Established a 24×7 support model for IRIS, providing continuous coverage for critical production issues.

  • Implemented weekend support for WNEM, extending operational coverage beyond the standard working week.

  • Established clear incident triage, prioritisation and escalation mechanisms.

  • Provided application support across incident investigation, troubleshooting, defect resolution and production maintenance.

  • Adapted to the client’s evolving support processes: when the client changed its approach to ticket management, Saksoft worked collaboratively with them to extend the support model to accept and manage service requests alongside incidents.

  • Supported ServiceNow platform upgrades and testing, including test execution, defect identification, resolution support and validation to ensure changes were successfully deployed with minimal disruption.

  • Monitored and investigated production issues across applications and their integrations.

  • Supported root-cause analysis and coordinated with technical teams and client SMEs for complex issues.

  • Maintained application and business-process knowledge to enable faster diagnosis and resolution.

  • Used structured handovers to ensure continuity across 24×7 coverage and weekend support.

  • Continued to support application stability while accommodating ongoing changes and improvements

Outcome

  • Improved application availability and operational resilience through extended support coverage.

  • Reduced risk of prolonged production disruption through timely incident response and escalation.

  • Provided the client with confidence that critical applications were supported outside standard business hours.

  • Delivered a flexible support model that evolved alongside the client’s operating practices.

  • Enabled support for both incidents and service requests, providing a broader and more responsive support service.

  • Supported smoother ServiceNow upgrades and releases, reducing the risk of disruption during platform changes.

  • Improved continuity across overnight, weekend and weekday operations.

  • Strengthened the transition from project delivery into sustainable BAU application support.

  • Created a scalable support model capable of evolving as application usage, integrations and business needs increase.

Business Outcome

  • 3+ Azure services covered — Chaos Engineering experiments successfully executed across Virtual Machines, Key Vault, and Logic Apps.

  • 100% Disaster Recovery validation for supported Azure components, giving the client verified confidence in business continuity and recovery preparedness.

  • Proactive fault injection and resilience testing implemented to identify infrastructure weaknesses before production incidents.

  • Established a repeatable resilience testing framework for future Azure services.

  • Improved operational visibility through integrated monitoring and logging.

  • Reduced operational risk by validating recovery processes under real failure conditions.

  • Built a foundation for expanding Chaos Engineering and resilience testing across additional Azure services.

Highlights

  • 24×7 application support for IRIS following production go-live.

  • Weekend support for WNEM to provide extended coverage beyond standard working hours.

  • Support across incident management, troubleshooting, monitoring, defect resolution, and application maintenance.

  • Close collaboration between the delivery/support team and client SMEs.

  • Structured escalation and prioritisation for business-critical issues.

  • Support designed around the operational criticality of the applications

Tools & Technologies

  • ServiceNow / CSM – IRIS application platform.

  • ServiceNow workflows and integrations.

  • APIs / integration layer connecting IRIS with enterprise systems such as ASPIRE.

  • WNEM application and associated integrations.

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