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.
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Reactive way of incident management and outdated change management process.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
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
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.
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)
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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Our engagement with Trianz has now exceeded three years, and together we have delivered many significant initiatives in that time. Many of our successes could not have been achieved without our partnership. In many ways, Trianz has already put our products ahead of the curve.
The white glove approach, agility, and flexibility of the team helped us to tap opportunities in the ever-changing business environment.
Trianz team worked side-by-side with us to transform our sales operations. Now, we have complete visibility into everything from our supply chain to sales and pricing. Our partnership with Trianz has been exceptional.
The team at Trianz worked tirelessly to propose a system that overcame our business challenges. Rising to the occasion, they simplified our processes, enhanced the system and increased productivity. There’s no doubt; our ongoing success was enabled by our partnership with Trianz.
Trianz commitment to taking end-to-end ownership of developing the e-commerce web app is exemplary. Their dedicated involvement was key to us garnering the advantages of automated test suite development and manual testing