24/7 Managed Network Operations Center (NOC) For a Leading Technology-Enabled Healthcare Services Provider in the US
Overview
A leading US-based 3D printing and traditional manufacturing company faced challenges securing its complex cloud infrastructure. ACL Digital deployed Microsoft Defender for Cloud, providing comprehensive threat detection, centralized management, and continuous monitoring to safeguard critical data and operations.
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Challenges
Absence of a single monitoring and Incident management desk for business-critical applications and IT Infrastructure
Lack of visibility to their End-to-End Infrastructure
Performance issues and lack of reporting to management
Absence of SLA and Knowledge documents
Overhead of resources for delivery of services
Solution
Managed 24X7 IT NOC and Incident Support
- 24X7 L1 NOC support desk for all IT Infra & Business Apps(Internal & Consumer facing), Computing Devices
- Incident Reporting, Service Request Handling, Ticket Prioritization and Categorization, and Ticket Trend Analysis
- Knowledge articles and Knowledge tips created for faster resolution
- End-to-end ownership of 100% of tickets raised by users
- Creation of Dashboards to Leadership for better governance
- Total manpower deployed: 10
- Technologies used: ITSM Tool (Cherwell), MRTG, SolarWinds, Splunk
Outcomes
- Established a centralized incident management and monitoring desk, ensuring efficient handling of critical incidents
- Realized 30% reduction in operational costs by strategically phasing out redundant monitoring tools, optimizing resource allocation
- Achieved faster response times by deploying resources with specialized skills
- Delivered enhanced customer experience
