Leading FMCG and Healthcare Business
Leading FMCG and Healthcare Business
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Challenge
- The client was looking for a mature service provider to manage their multi-location end-user services. They were currently managing the services with multi vendors pan India.
- The hyper care services for their VIPs spread across the locations were also stated as a critical support function.
Scope
- Manage all infrastructure applications like O365, AD, SharePoint 24×7.
- Delivery on the ITIL best practices and have a matured ITSM platform as a part of the solution.
Solution
- ADSL had thorough due diligence with the `customer’ to understand the business and the underlying critical IT Services that enabled the business.
- Our NOC managed service delivery team got aligned with each technology that was implemented by the customer and carefully onboarded each device and service and created dependency maps.
- We implemented the best of the Enterprise Monitoring Software for advanced monitoring of all critical devices. We created business containers for critical applications for in-depth monitoring and enforced SLA for better RCA. This brought down the overall time to resolve P1 incidents drastically.
- Our managed service shared delivery model helped the client to bring down the overall cost of operation to manage the DC devices and application.
- Our SOC monitoring team onboarded all the critical security devices and applications and started in-depth monitoring and reporting.
- A strong centralized technical service desk team to manage the end-user community IT problems remotely.
- We deployed limited FTE onsite for End-user management.
- We kept skilled resources onsite to provide white glove services to their VIP community.
- We implemented ADiTaaS – ITIL based ITSM platform for service delivery.
Technology Enablers
- Reduced the overall FTE count by providing managed services from ADSL NOC and ADSL SOC.
- Significantly reduced incident tickets by implementing best-of-the-breed Enterprise Monitoring Software from ADSL.
- Improved the existing SLA for P1 and P2 for both Critical infrastructure and application.
- Improved the TAT for end-user support by implementing Centralized technical service desk support.
- A single view of the entire IT operation using the ADiTaaS ITSM platform.
- Assisted the client in their compliance audit by providing reports as required.
