IT Management - CSS Corp

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CSS Corp’s IT Management as a Service delivers superior Customer Experience (CX) for a leading global telecommunication equipment manufacturer.

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www.csscorp.com

Enterprises rely on their infrastructure and their ability to maximize its productivity and lifetime. Infrastructure monitoring solutions have a prominent role in their daily operations. Secure reliable remote access to enterprise business applications during the normal course of operations enables an enterprise to handle issues and crisis situations. CSS Corp’s “IT management as a service” solutions have enabled enterprises to improve operational efficiency, reduce operational costs and superior customer experience. The next generation management platform with advanced analytics and automation solutions helps clients to implement industry best practices like ITIL 2011. The solution comes with automation packs for various infrastructure components like VMWare, AD, Windows, Linux, databases and many others. The advanced analytics provides deep insights on IT issues and increases MTTF and reduces MTTR.

About the Client

CASE STUDY

A leading global supplier of high-tech telecommunication equipment offering end-to end communication solution through fixed, mobile, and converged broadband access, carrier and enterprise technologies, applications and services.

Client Situation

CSS Corp Solution

The client had numerous partners who were implementing client’s solutions in their datacenters and remote offices. The partners wanted a complete managed services solution from the client for all the infrastructure and equipment provided by the client. Client’s solution was reactive with high MTTR, low MTTF with high price point per device. The relationship lacked streamlined IT processes, knowledge documentation, and service improvements. There was a need to redefine the support processes, setup shared services and onboard the initial partner base of the client. The client need was a shared services offering that would provide industry best practices, manage numerous partners and provide superior customer experience at affordable price.

CSS Corp proposed “IT Management as a Service” with ITIL 2011 best practices, spanning 5 ITIL processes and functions (Incident, Event, Configuration, change and Service Level Management) was deployed within a month. The IT Managament as a service solution provided 24/7 infrastructure monitoring, end to end remote management, outage management, change management and issue escalation. Numerous partners and their infrastructure elements/CI were on-boarded to the new monitoring and service management platform within a very short timeframe leveraging automated onboarding procedures. The client’s complicated network was analyzed and architectural changes were recommended. Legacy devices were replaced with new devices. The site availability was improved to 99.9%. The new ITIL 2011 based processes have improved the visibility and led to improved customer experience. The time to value for the partners has rapidly improved due to rapid onboarding capabilities of the solution.

CSS Corp’s experience in IT service management and operation with ITIL trained resources, and expertise in all desired technologies made it the partner of choice.

Business Outcomes Our solution delivered the following benefits: Reduced Cost: Saves migration spend by 25% Improved availability: 99.9% uptime with 100% SLA compliance Lightning Onboarding: 10X Speed Superior Customer eXperience: 93% CSAT Score For more information, please email us at [email protected]

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