Overview
The customer is a $212 Bn leading Energy Company based in India. ACL Digital has collaborated with the client to offer Data Centre support services to help them focus on core business while ensuring that data and IT infrastructure are well-maintained and secure, with optimal resource allocation & improved operational efficiency.
Challenges
Lack of ticket handling process for L1 incident management
Lack of installation & monitoring support for Data Center services
Limited Governance and Operational Productivity
No proper mechanism for measuring the Service Level Agreement of services
Lack of OS patching on Linux and Windows servers
Benefits
- Increase in Operational Efficiency through SLA-driven mechanism
- 3 Support Locations (2 DR and 1 Central) provide the data center services
- Supported 20,000 servers, Handled 36,000 incidents/month, 1100+ Changes/month
- Established centralized governance and communication management
- Increase customer satisfaction via process improvements, SOP creation/documentation, and process automation
