A leading provider of co-location data center imperatives for enterprises across the globe needed a scalable and reliable support model to manage their internal IT infrastructure.
We developed a game plan to introduce process improvements, and implement an ITIL Framework, instilling best practices and governance for backup monitoring, troubleshooting, service restoration, and the resolution of hardware failures. By deploying a systems operations center and a network operations center, we enhanced their business continuity and operational efficiency with a remarkable turnaround time.
The Business Challenge
To keep up the rapid pace of technology and stay ahead of the competition. This company was also looking to set up scalable support to efficiently manage its IT infrastructure and network infrastructure on a 24x 7 basis.
- Palo Alto Networks
- Setup ITIL compliant process for systems operations center and network operations center to effectively manage and resolve tickets as per SLAs.
- Instilled process improvements for incident management and resolved major issues by directly collaborating with OEM vendors.
- Streamlined the communication process with key stakeholders within the organization.
Our operating model significantly reduced turnaround time, while providing complete visibility into operations, ensuring business continuity and operational efficiency for the client. Continuous process improvements and process redefinition enabled monitoring and tracking of outages. This further helped the client to improve customer experience and retention.