Customer Overview
The customer is a leading global energy services company with operations across the globe.


Business Challenges
Customer was looking for a partner to manage the Applications and Infrastructure operations globally. There was a need for significant reduction in vulnerabilities, need for Operational transparency and assistance in technical debt reduction. Customer was keen to optimize capex on IT infrastructure and surrounding eco-system and was looking for partner to take them to cloud.
The Solution
Birlasoft Solution involves Integrated Global run operations with accountability and ownership across Applications and Infrastructure. Birlasoft iSight platform was set up covering Service Management, Operations Management, O365 and Analytics modules. The processes were re-defined, and rollout happened across the ITIL processes. Patching compliance was driven up across servers and desktops. Global service desk was set up covering 3 languages – English, Spanish and Portuguese.
The Infrastructure Services include Global service desk, End user services, Server support, Storage & Backup services. Database services, Application Monitoring, Active Directory, Office 365 & Collaboration services, Network Ops & Voice Support, Security services and Cloud Management. The landscape covers 3500+ Servers and 22,000+ End user devices.
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Value Delivered
  • Birlasoft's managed services solution enabled 30% reduction in TCO for the customer.
  • The solution brought about a significant reduction in vulnerabilities – The patching compliance increased from 60% to 99%.
  • There was 20% reduction in the calls per user and Hands-and-Feet support requests.
  • There was a significant improvement in the turnaround time for addressing incidents and service requests leading to reduction in MTTR.
  • Legacy modernization and 50%+ Tech debt reduction across the Infrastructure landscape
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