Leading FMCG and Healthcare Business

Highlights

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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.

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.

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.

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.