24x7 Integrated NOC center for service desk, data center, network and cyber security utilizing ITIL framework for operations support and incident management

A global manufacturer that provides innovative plumbing, heating and water quality products and solutions for commercial, residential, and industrial applications. $1.5 B global company that is headquartered in the USA with approximately 4800 employees spread across 87 countries in North America, Europe and Asia Pacific regions.

Business Challenge

  • Inefficient Service Desk, Data Center and Network operations resulting in low customer satisfaction scores

  • Lack of visibility and effective monitoring capabilities for Network devices

  • Reactive way of incident management and outdated change management process.

  • Incomplete 24x7 coverage across geographies resulted in gaps and delays

  • Existing processes are not aligned with the ITIL best practices

Business Objective

  • Transition from existing (10 years) vendor to Trianz

  • Centralized support for Servers, Network, Cyber Security and Operational Management Products

  • Improve customer satisfaction level by improving response times and region/ time coverage

  • Reduction in incident escalations through better internal communications and coordination

  • Enable client stakeholders to focus on core business objectives instead of operational issues

Key Deliverables

  • Single pane of glass for real time monitoring and alerting for Servers, network devices and other critical services.

  • Provide 24x7 support for Servers, Network and ServiceDesk operations

  • Timely weekly, monthly quarterly reports and metrics for KPIs

  • Well documented SoPs, KB articles and guidelines for command center roles for day to day operations

  • Custom script based automated backup solution for Network devices

  • Upgrade and configuration of Service Management tool (ServiceNow) to improve efficiency of operations.

  • Identify, plan and execute critical projects for Data Center and Network

  • Compliance analysis for all network devices for best practices and plan for upgrade / replacement of out of warranty devices.

The Approach

  • Set up of 24x7 NOC Center staffed with certified SMEs and cross trained across various technologies

  • Successful completion of knowledge transition from existing vendor within a time span of 8-weeks

  • Configuration of SolarWinds for realtime monitoring of Servers, Network devices, critical services and printer

  • Round the clock monitoring and management of server components and network devices to reduce incident

  • ITIL Framework based service approach for effective handling of tickets (best practices like shift handover, ticket auditing)

Transformational Effects

  • Improved customer satisfaction and reduced churn

  • Consistent round the clock customer support

  • Reduced Incident Aging and MTTR

  • Process alignment with ITIL best practice

  • Significant reduction in P1 (outages) for network

  • Custom backup solution for critical network devices eliminated manual efforts and costs for a licensed backup solution

Contact Us Today

By submitting your information, you agree to our revised  Privacy Policy.

TESTIMONIALS

Get in Touch

Let us Help You in
Your Transformation
Journey


Would you like to speak with an expert?

x

Status message

We're eager to assist you! Please leave a message and we'll get back to you shortly.

By submitting your information, you agree to our revised  Privacy Policy.