Data Centre Support for a Leading Energy Company
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.
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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
Solution
Data Centre Support Services
- DC Management Support- User Administration, System Monitoring, End User Support, Transport Management, System Installation & Configuration, Upgrades and Audit Compliance
- Backup & Storage Management Support- Backup Administration, Monitoring, Installation & Configuration, Upgrades, Backup Management, Audit Compliance, Patch Management
- Windows and Linux Server Management Support- Monitoring, Administration, Upgrades, Patch Management, Audit Compliance
Outcomes
- 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
