Case Study - Infrastructure Management Services (IMS)
Client 1: Case 1 - A Case Study for Infrastructure Management Services for a Leading Multi Location Software Development Center
Area of Functions Desktop Management
Client: One of the leading Software entities in the country with multi-location operations across the country comprising of Data Centers, Developers and users. Client has already been under the outsource model for their entire desktop support and other areas of IT infrastructure.
Challenges
The client felt the need to have responsive and accountable support and decided for a change and looking for alternate vendor to provide the same. The major challenge was the time available for transition and the transition itself posed a big hurdle for it being the openness for parting with knowledge by the current service provider. The challenges ahead for client are manifold considering the size, location, criticality and availability of resources for user with zero impact on production and deliverables. The size of the client is about 5000 desktops, with over 500 servers working on Windows OS, functioning 24 x 7 spread across 8 locations in three states.
The major tasks are:
1. Very short span of time to ramp up the deployment
2. Knowledge transfer from the current support provider to the new provider in short time
Solutions
The first and foremost challenge in hand, is to gain the client confidence that Precision Techserve can handle the challenge. Precision Techserve ramped up the resource in just 15 working days, and deployed in next 15 days after orientation and training. During the course of screening and selection, a parallel knowledge acquisition process by program management team with the client on their processes and from the existing service provider helped to reduce the deployment period.
Achievements
The first activity in itself has provided the required confidence in client, for their choice of selecting Precision Techserve for the assignment. The client felt comfortable of resource evaluation and selection procedure. Periodical reviews and reporting system during the initial on-going phase gave direction to the entire deployment in meeting the required service deliverables to the client.
Client 1: Case 2
Area of Functions Transition from Distributed Service Desk to Global Service Desk
Client: One of the leading Software entities in the country with multi-location operations across the country comprising of Data Centers, Developers and users. Client has fully functional Service Desk at each of the location and they function independently for the respective site.
The client felt the need to unite the entire Service Desk function with in the country nd globally for improved performance and productivity.
Challenges
The major challenge were
(i) Current setup is Live and requires uninterrupted functions because of transition
(ii) To unite the entire service desk to one location operation.
(iii) Being Global Service Desk, it would require to handle clients across all locations with in and outside of the country also, leading to higher responsibility.
Precision Techserve has handled the scenario in line with the requirements. The transition of creating the Global Service Desk was smooth and trouble free.
The major challenge was the time available for transition and the transition posed a major challenge because of the service desk getting exposed to more users, regions and issues.
The challenges ahead for the client are manifold considering the size, location, criticality based on different social, economic and cultural background of various users across locations. The service desk had to change and reorient quickly to the new scenario to meet with the client's expectations.
The major tasks are:
(i) Very short span of time for transition
(ii) To ensure that the transition has no impact to the users
Solutions
The first and foremost challenge in hand, is to instill confidence in client that the objective will be met. Precision Techserve planned along with the client and moved the Service Desk in groups to the Global Service Desk in single location by creating smaller groups from each location. Similarly the Global Service Desk is implemented by introducing each location in phases. Over a period of about 4 to 8 weeks the all the Service Desks are moved to the Global Service Desk.
Achievements
As desired by the Client IT support team's objective that the transition should not have any impact on the users the entire transition was smooth and effective.
Benefits
Precision Techserve is sized right to meet the challenges and flexible enough to meet the demands of the client, that led to increased role and responsibilities.
