Automation and global delivery model for operational excellence

The client is a consumer goods company with a wide range of products including food, beverages, cleaning agents and personal care products. It is a leader in its category with operations across the world.

The client needed round-the-clock monitoring and improved reporting for its IT support function. This was necessary as the client’s in house IT management system was manual, reactive and lacked standard processes.

High impact incidents remained unresolved in the absence of adequate controls on tools and processes. The highly decentralized, global IT network infrastructure, spread across 4,000 LAN devices and 11,500 Wireless Access Points (AP) in Europe and Asia across 250+ sites, had a dependency on local vendors. This added to the problems. In addition, the absence of proper documentation, KPI reporting, and knowledge management increased the risk of dependencies on individuals and reduced the efficacy of the service management tool.

Microland emerged as the preferred partner for the engagement due to our robust network operations and management processes experience of over two decades, core ITSM processes and home grown tools like smartCenter -- that automates IT infrastructure management tasks such as incident and problem management. We could also provide 24X7 support for multi-vendor environment (for e.g. Wireless AP from Cisco, Aruba, Motorola), meeting user expectations and SLAs in the client’s global locations.

By implementing core ITSM processes with round-the-clock support for SLA adherence, the operational efficiency gains have been remarkable, ensuring that Microland could rapidly ramp up the engagement into a team of 25+ engineers within a span of 4 years.

Microland’s methodical approach and use of home grown tools, automation expertise and proactive approach resulted in the following benefits:

• 59% reduction in reactive incidents
• 105% increase in proactive interventions over a two-year period
• Proactive round-the-clock monitoring using automation and appropriate tools
• Enhanced level of reporting with complete view of overall incident management
• Analytics for continuous improvement of IT network