Customer

Challenge

Client's network infrastructure consists of networking within its data centers and its Tier 1 Internet backbone, interconnecting the data centers and the sites they host to all major networks on the Internet through extensive high-speed, inter-provider interconnects. The Global network infrastructure built by the client includes 17,500 miles of fiber, with access in more than 100 major U.S. cities.

Network, Firewall and VPN support is offered by the client to the customers as part their services. In addition client also provides 24 x 7 support for the systems that is hosted by the client. The calls are received by a Level 1 helpdesk and routed to the appropriate Level 2 support groups in the respective areas.

Client wanted a portfolio analysis done on his support delivery for the above services and suggested a framework for providing support from offshore.

Solution

	Understanding of operations, logs and checklists used by the support teams.
	High level study of the tools, processes used by client.
	Understanding of after office hour operations and approach to resolve escalations.
	Study of processes / documents used by different groups.
	Study the call distribution for the various service windows.
	Event management procedures
	Study the metrics and service levels required
	Arrive at an effort estimation based on the data collected

The scope work including the areas to be supported and the services to be delivered was arrived at including the link bandwidth and tool requirements. A detailed migration approach was presented at the end of the study, along with the manpower, service windows and roles/responsibilities.

Network, Firewall/VPN and Datacenter systems (UNXI/NT systems) were identified as areas that could be supported from an offshore support center. The understanding of the support environment along with the various event management procedures that needs to be adopted/changed was presented to the client.

Benefits