Our client is one of the respected Insurance Company in UK. Our client has established its position as a leading player in the Insurance Industry.
They do have hundreds of sites in the UK and having 5000+ users on support. The above infrastructure is used as back bone for its core business of Insurance and related services to its customer are in external or internal.
Business Challenge
By Having very large infrastructure and criticalness of IT support for its core business our customer needed the infrastructure to be available at all times.
As client's core business is Insurance Policies, it made it legitimate for them to outsource the entire Infrastructure Management activities to third party and focus on their main business activity. They were searching for vendor who will help them in providing Infrastructure Management Services furthermore provide user training and L1 & L2 level of support.
Benefits & Results
- Remote rollout of operations of its location across UK.
- Enhanced support turn-around time for customers.
- Overall cost reduction due to Outsourcing.
- Easy access to skilled engineers with the ability to ramp-up or ramp-down prerequisites to need.
- Off-loading of service request burden from branch support engineers Resultant expanded availability of applications.
- Improved customer satisfaction.
The Solution
Our team and client had decided to go with the phases to take the whole responsibility of the client infrastructure to the remote infrastructure management services.
The key exercises that were carried out to ITIL based remote management support incorporated the accompanying:
- Remote Monitoring of critical assets
- Asset Administration
- Data Centre Administration
- Virtual Helpdesk
- Service Desk
- Data Centre Operators
- Facilities Management to local offices
- Server and Network Administration
Our team has carefully drawn the Rollout plan and was able to successfully rollout to hundreds of locations across UK remotely in short span of time, which considerably saved time and money for the client.
Team has also outlined the training to be provided to its internal users. The average number of incidents recorded in a month was 4000 plus. With such large average incidents we were able to achieve a Standard Average response time of 10 minutes and a Standard Mean Time to Repair (MTTR) of 20 minutes.
With our vast experience of ITIL based Infrastructure Management Services and certified people, we established the accompanying services for client which was critical to support its services:
- Change / Release Management
- Incident Management
- Problem Management
- Change / Release Management
- Asset Management
- Facilities Management
- Vendor Management
