One of the world’s leading cement producers partners with Birlasoft for end-to-end IT operations & IT services management across its 600+ manufacturing locations

  • Industry


  • Solution:
    • Robust ITSM tool with all the required features configured
    • 24 Hours Central Service Desk to provide L1 support Pan India
    • Domain specific technical support at L2 & L3 levels
    • Highly skilled and experienced Vendor for asset maintenance
  • All encompassing, IT services to 10000+ users spanning over 600+ locations PAN India, while also managing 11000+ assets annually

Key Benefits:
  • ITSM Tool Implementation
  • Vendor Management System
  • Complete Asset Database
  • Plant Applications SSO
  • Process Automation
  • Server & DC Infra Monitoring
Key Features:
  • Round the clock Central Service desk support over IVR with calling and receiving facility
  • L1/L2 Desktop Support – for PAN India locations
  • AMC for Core IT Hardware
  • Proactive & Preventive maintenance twice a year
  • AMC support for all IT assets across India
  • L2, L3 support for Windows, SQL, Network, Storage supports
  • Support for managing plant applications
Customer Overview

The client- the largest manufacturer of grey cement, Ready Mix Concrete (RMC) and white cement in India, is also one of the leading cement producers globally, with operations spanning across India, UAE, Bahrain, Bangladesh and Sri Lanka. It has 13 Integrated Units, 16 grinding units, 7 bulk terminals, 1 white cement plant, 2 WallCare putty plants and more than 100 RMC plants across India. With geographically dispersed locations, client was facing challenges in managing IT operations and services. They were looking for an Infrastructure Management partner, which would provide an all-encompassing solution for managing IT operations and services across the client’s Pan-India locations. the solution would include process automation, service desk management, technical support, asset management as well as server and datacentre management. The resultant time, cost and resource optimizations would eventually allow the client to focus on business pursuits.

Business Challenges

Managing IT services and assets for its 600+ manufacturing and marketing locations was an operational and financial hassle for the client. Additionally, they also needed support in enabling process automation, regular SCCM updates, OS patch compliance, server and datacenter monitoring. Birlasoft devised a comprehensive solution framework to manage IT services for 10000+ users, spanning across 600+ locations and managing more than 11000+ assets annually at client's end.

Birlasoft Solution
  • Implemented Service Desk to enable 365X24X7 support
  • Deployed highly skilled and experienced vendor for asset maintenance
  • Scheduled proactive maintenance activities
  • Recommended RPA for Process Automation.
  • Implemented server and datacenter monitoring, patch deployment & automatic discovery by deploying Birlasoft’s iSight platform

Birlasoft defined processes and implemented an SLA driven, integrated IT Infrastructure management model for the client, deploying state-of-the-art frameworks and tools to ensure effective IT operations and services management. Proactive asset management, regular patch updates, support in managing plant applications increased the effectiveness of IT operations at client's end. With round-the-clock support through well-managed service desks and on-call support, business readiness has gone up significantly. ITSM tool driven process and service automation has helped in inducing transparency to the widely distributed infrastructure of the client, thus enabling better decision making.