Case Study
Lattice Semiconductor – End-to-End Application and Infrastructure Transformation
Download Case StudyIndustry: Semiconductor Manufacturing
Duration: Multi-year engagement
Scope of Support: Application Development and Management (ADM), Remote Infrastructure, Global Helpdesk
About the Client
Lattice Semiconductor Corporation, headquartered in Oregon, is a leading American manufacturer of high-performance programmable logic devices, including FPGAs, CPLDs, and SPLDs. Founded in 1983 and publicly traded on the NASDAQ under the symbol LSCC, the company employs over 1,100 people and generates more than $700 million in annual revenue. Lattice ranks among the top three FPGA makers globally and second in CPLDs and SPLDs
Business Challenge
The company managed a complex IT environment that integrated Oracle applications, SQL databases, analytics platforms such as Tableau and Power BI, ServiceNow for service management, mobile applications, and global infrastructure management services running on Solaris, Windows, and secure network systems.
The existing shared-services vendor model resulted in fragmented support, poor service quality, and slow decision-making. With growing complexity across infrastructure and applications, the leadership team questioned whether they were receiving the right expertise and executive-level attention.
Lattice needed a partner who could:
- Deliver 16×5 application support across geographies (US, APAC).
- Provide 24/7 remote infrastructure management services and global service desk operations.
- Improve application development and project execution.
- Demonstrate both ADM depth and infrastructure expertise to manage the entire portfolio seamlessly.
Recognizing the need to move beyond “just another vendor,” Lattice floated a closed RFP to three providers, including Jade Global, seeking not only an ADM solution but a strategic partner capable of managing its end-to-end IT landscape.
The Solution
Jade Global responded with a comprehensive delivery model that addressed both the immediate ADM requirements and Lattice’s broader IT support vision:
- Application Managed Services: Full-spectrum support covering application development and management.
- Infrastructure Management Services: 24×7 monitoring and support for networks, servers, and storage.
- Global Helpdesk: A dedicated 24/7 service desk to replace the incumbent tier-1 provider.
- AI-Driven Support: Piloted AI-powered knowledge retrieval to handle “how-to” queries.
- Proactive Problem Resolution: Implemented ProbManage, Jade’s AI-driven Problem Management tool, to detect, analyze, and resolve recurring IT issues faster.
Results and Impact
- Improved Service Quality and Satisfaction: Transition to a dedicated service model enhanced responsiveness and user experience.
- Productivity Gains and Cost Savings: Streamlined processes and automation reduced operational costs while improving efficiency.
- AI-Enabled Agility: ProbManage and AI-driven knowledge retrieval reduced manual dependencies, enabling faster issue resolution.
- Reduced Incidents: A significant drop in EDI errors led to fewer incoming incidents, directly benefiting manufacturing, logistics, finance, procurement, and customer support teams.
- Enterprise-Wide Value: Benefits extended from executives to end-users. The CFO and the CIO saw reduced cost of ownership and higher satisfaction, while IT engineers, customer service, and marketing enjoyed smoother operations.
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