Automation for improved network performance and efficiency

Client

The client is a US-based Fortune 20 global conglomerate that has a presence in over 100 countries and has large subsidiary businesses that span sectors like aviation, financial services, energy, medical, automotive and industrial automation.

Business Goal

The client wanted to improve network operations performance and achieve substantial cost savings. As a global business spanning several verticals, each of which could be a standalone Fortune 500 company in its own right, the client has a complex IT environment that needed to be streamlined.

The lack of a centralized asset repository and configuration standards posed mounting coordination and service issues. However, the challenge of understanding the client’s operational issues was somewhat mitigated by the fact that Microland had been working with the client for a decade. It was therefore simpler to position appropriate tools – such as our Intelligeni Center that automates IT infrastructure management tasks like incident and problem management – to achieve operational efficiency and enable cost savings.

Microland Solution

Microland offered to act as the client’s single point of contact for network incident management, to improve manpower usage and network predictability along with enhanced levels of reporting (in an off shore + onshore model). To be able to do this, we leveraged our capability to standardize operations, introduced analytics and used our monitoring and reporting tools to drive continuous improvements in KRAs. Once the core production was stabilized, Microland recommended re-tooling of the monitoring environment.

The engagement involved managing 45,000 devices –including 23,000 wireless Access Points (AP), 2,000+ wireless controllers across 700+ sites in 140 countries, and service management for 120,000+ WAN circuits involving 145 telecom vendors.

The tools used to meet client goals of operational efficiency and lowered costs included:

• Intelligeni Center, Microland’s industrialized automation platform with predictive intelligence and over 10 ITSM modules for incident management
• Intelligeni Insights, Microland’s BI platform tailored for CXOs that delivers a wing-to-wing view of IT service performance
• SolarWinds to monitor network availability, forecast capacity and generate alerts

In addition to these capabilities, our business-focused, cost-effective support delivery model (combining onshore/offshore) for remote infrastructure managed services helped seal the deal for the client.

Business Outcomes

A methodical approach combined with homegrown tools and best practices resolved the client’s challenges, leading to an improve network operations performance with the following benefits:

• $50 million reductions in TCO over a span of five years through global delivery model (includes initial cost out plus year-on-year productivity improvements)
• 70% reduction in average incidents per device
• 60% improvement in mean time to resolution (MTTR)
• 20% improvement in service compliance by key telecom operators by completing 100% telecom circuits and asset mapping, improving knowledge management and service responsiveness