Customer Overview
The customer is a leading global energy services company with operations in more than 75 countries with 350+ locations globally.
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, Operational transparency and assistance in technical debt reduction. Customer was keen to optimize capex on IT infrastructure and surrounding eco-system. The customer was looking for a digital partner who can transfer their core to cloud.
Birlasoft Solution
Birlasoft Solution involved Integrated Global run operations with accountability and ownership across Apps and Infra. 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 Infra Services included 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 (Windows, Linux, iSeries) and 22,000+ End user devices (Laptops and Desktops).
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Key Benefits
  • 30% reduction in the TCO
  • Significant reduction in vulnerabilities – The patching compliance increased from 60% to 99%
  • FCR % improved from 62% to 90%+
  • Number of P1/ P2 tickets dropped by 65%
  • Improved Turnaround time in addressing Incidents and Service requests
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