Fortune 200 Company transforms its cost structure & service delivery by outsourcing Infrastructure Management Services

iGATE helps leading Fortune 200 specialty chemicals manufacturing company transform its IT infrastructure management cost structure and focus on its core business

The Client
The client is a fortune 200 specialty chemicals company with more than 100 manufacturing, technical research and customer service sites in 30+ countries and market presence in more than 100 countries.

 

The Challenge
An increasingly challenging business environment and rising IT operational costs compelled the client to appraise its existing IT infrastructure management model and identify ways to cut costs and drive operational efficiency. The client wanted to partner with a service provider with the capability to identify and redefine operational issues, and transform its IT cost structure.

It wanted to consolidate its IT operations and outsource its IT infrastructure management requirements including its data centre services, networks, databases, SAP applications and the overall IT environment to a third party service provider with the requisite experience and expertise.

The client had earlier engaged iGATE to consolidate its SAP instances and gained significant benefits from the relationship. As a result of this positive experience and goodwill the client outsourced its infrastructure support requirements to iGATE.

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The Solution
iGATE analyzed the client existing IT infrastructure environment and devised process improvement criteria. Since cost was a key concern iGATE designed a service delivery model that would drive rapid cost transformations. iGATE's solution focused on consolidation and rationalization of existing resources without compromising the client's competitive advantage. It wanted to drive significant impact with minimal time and investment.

To provide the client with a concise inventory of all applications and its performance iGATE developed a consolidated application monitoring strategy. The responsibility for application availability and performance have been consolidated and is now provided from a single location, as compared to the multiple, siloed structure that the client had in place earlier. iGATE also consolidated the client's scope and remit to one location.

iGATE created a Global Operations section for project execution and devised and setup a managed services platform. It customized the client's home grown ticketing and reporting tool, generated and evaluated Metrics, and defined Task-based and Activity-based SLAs to monitor performance improvement.

During the course of the project, the entire team went through a crosstraining exercise. This helped reduce single person dependency, and reduced resource underutilization.

iGATE's solution has helped maintain the availability and enhance the performance of servers and application components that support the client's business processes. It has also increased administrative efficiency and reduced the overall cost involved in monitoring and managing the client's infrastructure.

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The Technology

  • Operating systems:
    • Windows, SCO UNIX, AIX, SAP
  • Ticketing tool:
    • New skill (R&H internal)
  • Database:
    • Ms SQL
  • Applications:
    • Web control for monitoring web based applications
  • Network Devices:
    • Intermapper for monitoring network devices
  • Support Level:
    • L1, L2 & L3
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The Benefits
The Consolidated infrastructure management, along with automated event resolution, has enabled the client to resolve issues quickly before they impact the business. iGATE now supports monitoring, job scheduling, problem resolution, coordination and communication. Changes to the existing IT environment based on iGATE's recommendations have helped improve and streamline the client's IT functionality. It has also helped reduce resource requirement by close to 25 percent. Other benefits include:

  • Round the clock infrastructure support with minimum error rate
  • Regular dashboard's reflecting the highlights of the projects progress
  • Optimum resource utilisation through people rotation on all components of work
  • Reduced application downtime through quicker discovery and instance resolution
  • Performance measurement through clearly defined SLAs.
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