Case Study - RIM :: Precision Techserve (Sugar & Bio Products)
Client Overview:
Precision Techserve's client is one of the major manufacturers and marketers of sugar and bio-products. They produce Sugar, Bio-Ethanol, Bio-Fertilizers, Bio-Control Agents and Calcium Lactate. They have multi location factories in several states in India, to meet the demands of the business. Their operations are highly processes driven and highly dependent on their automation solutions. Since the entire system revolves around the raw material - sugarcane for production, their procurement and disbursements are highly critical and demanding in nature. In order to meet the demands of their procurement cycle our client is highly dependent on their ERP systems functioning 24 by 7.
They have a heterogeneous IT environment with Microsoft Windows, Linux, Oracle ERP, Cisco Networking (Routers, Switches) and Information Security elements (Firewalls etc.) to support their business.
IT Support Challenges:
Since the business revolves around IT and several of their locations are remote, the major challenge is to ensure 100% availability of the server and network elements during the peak periods for facilitating uninterrupted transactions, 24 by 7. The challenge was also to hire and retain quality and competent IT support resources to provide the required support.
They were looking for a service provider who can take the responsibility of providing the required support for them to focus on their core business:
- Provide quality support in ensuring the availability of IT infrastructure critical for business.
- Pro-active monitoring and support of critical network elements.
- Cost effective support to meet the demands.
- SLA driven service, providing accountability.
Precision Techserve Solution:
Precision Techserve had performed an exhaustive due diligence on the entire Service Support needs of the client as part of the pre-sales process and had defined clear goals in alignment with the client's needs. On winning the engagement, the following steps helped in establishing a clear service support practice.
- Create a clear operational document for IT Infrastructure Management for the Client.
- Establish Service Desk and Level 1 support on-site.
- Issues unresolved by the onsite team are forwarded to the Precision Techserve Remote Network Operations Center (NOC) Support team for resolution. This includes end-user support, server and network support.
- The Network Links and Network devices/elements are continuously monitored from the NOC for performance and availability. As and when incidents or issues are identified, they are fixed.
- Regular reporting on Service Support, Infrastructure performance and availability.
Precision Techserve provided the client a Hybrid IT Support model comprising of Onsite and Remote Management to ensure effective management of the various support tasks.
The Remote Support Team has also been suggesting on an on-going basis, recommendations based on the reports generated by the NOC on the Network health check parameters and performance based on the patterns.
Business Benefits:
Pro-active monitoring
Proactive 24 x 7 monitoring of Network, Server and Security elements helped in improving the uptime and thereby increasing the productivity
Process Orientation
Precision Techserve's GCC is ISO 9001 certified and its service support follows the ITSM framework. This has helped the client in improved processes and productivity.
Service Levels Agreement that is Measurable - Precision Techserve has been able to not only adhere to the committed service levels, but also provided visibility to the client management through reports and dashboards. These measurements also help in on-going process improvement measures.
Cost Benefit - The client has had a cost benefit of about 40% on the cost of IT support, based on incident reduction and productivity enhancement s achieved through the hybrid model.
