Customer Overview
The customer is a large Canada based conglomerate having Operations in Canada and USA.
Business Challenges
The customer had no standardized process for supporting users remotely. There was lack of right resources to support mobile devices and tablets. Patching was adhoc and did not follow best practices. The desktops had varying patching levels.
There was lack of standardization of images. There were repetitive incidents for AD and O365 and lack of problem management. SLAs were not getting measured for end user services and there was high cost for supporting the workplace services.
Birlasoft Solution
Birlasoft set up a hybrid services model – a mix of onsite and offshore teams and standardized the processes for workplace services. Workplace engineering services (Patching, Imaging, application packaging) was streamlined along with Mobile device management support. Enabled zero touch deployment of devices using Intune and Autopilot services. Implemented automation of key repetitive incidents. Industry standard SLAs are being delivered.
Value Delivered
- 30% reduction in operational costs
- 25% Increase in uptime and reduction in MTTR
- 100% adherence to SLAs and accuracy in reporting
- 100% adherence to compliance
