Overview
The customer is a $1.6 Bn Leading Energy Company based out of India. The Data Centre Support Services provided by ACL to the customer has enabled them to improve their Operational Efficiency.
Challenges
- Lack of ticket handling process for L1 incident management
- Lack of installation & monitoring support for Data Center Services
- Limited governance & operational productivity
- No proper mechanism for service level agreement Measurement of Services
Highlights
Increase in operational efficiency through SLA driven mechanism
Scaled to 13 Support Locations to provide Data Center Services
Supported 20,000 Servers, handled 36,000 incidents/month, 1100+ Changes/month and 100+ volume of Tickets resolved per month
Established centralized governance & communication management
Increase in customer satisfaction through SLA driven approach