Leading FMCG and Healthcare Business

Leading FMCG and Healthcare Business

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.
Team work and motivation

Scope

  • Manage all infrastructure applications like O365, AD, SharePoint 24x7.
  • 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.
Two professionals discussing ideas
Technology integration of future

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.

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