Managed Infrastructure Services for a Global Tech Company
//Information Technology
Customer Challenge
The Client is a large global technology company with 15,000+ employees with multilocation operations. The IT operations were complex and high up-time was critical. The IT operation had to be consolidated for simpler and reliable management.
i-Source Solution
- i-Source undertook the assignment as a fully Managed Service Operation and deployed a team spread over two Client locations.
- L1 & L2 level support is delivered for EUC, Server and Networking.
- Client’s users are supported in a 16×5 Window on weekdays and 8×2 window over weekends, on site. A ticketing volume of 2600-3000 tickets
- Custom processes were created keeping in mind Client’s unique work environment.
- An IT Ops manual specific to the Client’s IT Infrastructure was created for the services team, enabling team members to become productive rapidly.
- Automations, such as automated build process, were introduced.
- Participation in Client’s internal and external audits helped the client improve the processes and performance.
Business Value Delivered
- Time and cost savings of over 30%
- Quicker IT transformation
- Dramatic improvement in the up-time and resulting productivity.