The client’s IT infrastructure runs applications like ERP, e-procurement and proprietary applications for quality control and chemical analysis and is spread across 30 countries with the major sites in the Netherlands and UK.

The Line of Business infrastructure consists of over 70 servers (AIX, Microsoft), 175 Nortel devices including 6 Passport switches, 50 Symbol wireless access point and handhelds and over 400 desktops and laptops.

For both, the Line of Business infrastructure and IT Service Request processing, the client had employed multiple local vendors for different locations across Europe and USA. This resulted in disparate service delivery mechanisms, different service levels and a varied end-user experience. Each vendor and location used their own sets of tools and people dependent processes. Though the basic call logging and change management process was in place, incident management was rudimentary due to a lack of proper documentation and a centralized reporting structure. The after office hour support process was ad-hoc in nature with no provision for SLA violation tracking.

The offshore team works out of our state-of-the-art Global Command Center (GCC) in Bangalore. GCC is a shared services Network Operating Center (NOC) that provides remote IT infrastructure management to other clients as well.

Proactive monitoring from an offshore location ensures 24x7 manned support leading to higher availability of IT infrastructure. We also ensure proactive incident management using the ITIL based service delivery model.

In order to standardize the service delivery mechanism, service levels and ensure a unified user experience, we have deployed tools like Nagios and HP Open View NNM that help in proactive problem detection and root cause analysis.