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  • Reactive way of incident management and outdated change management process.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

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