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Overview
- Operates in 100+countries, employs 50k+ people worldwide
- Headquarter in UK.
- IT Infrastructure is the centric backbone of Manufacturing and R&D operations
- Dependency on IT is in the key areas of Operations, Maintenance, Innovations, Applications, Clouds and Business Process
Challenges and Points
- Proper call logging process not in place Lack of coordination between vendors SLAs were running without proper ownership
- Inconsistency in support window across sites
- Asset management out of control
- Lack of automated mechanism for monitoring and management of business process and applications
- Unsecured data & backup on business mobile devices
- Software deployment not following any compliance Information security policies not enforced
Solution & Changes Implemented
- Underwent a site study and derived a comprehensive functional solution Reduced multi vendors for end point management
- VPS become single point of contact for end user services
- Introduced Emergency Response Team Services
- Defined time bound support matrix for sites by Hybrid solution (onsite, on call & remote support)
- Implemented VPS AMS (Automated Managed Services) tool
- Proactive remote monitoring, management
Impact & Results
- Streamlined IT Services Management
- Clear focus on core business than on IT support.
- Dedicated IT Service Desk & SPOC at HO Allowed seamless integration
- Monitoring of assets irrespective of their locations Installation of software made easy
