Case Studies Started complete IT infrastructure managed
Managed Service & ITSM-India’s Largest Insurance Broker: The Client Is The ONLY Independent, All-India Insurance Broker With Placement Capabilities Across All Lines Of Commercial Insurance In India And In Over 100 Countries. Being Specialists In Different Areas Of Corporate Insurance, They Are A PAN India Company.
Frequent escalations regarding IT issues leading to poor user experience.
Primitive IT Setup with NO Tools and Processes for managing the estate.
The IT Delivery framework had NO SLA Assurance and Industry Standard Processes.
Basics around Asset Management, Patching cycles etc. were missing.
Poorly designed Network Infrastructure within the organization.
SKILLMINE SOLUTIONS
Level 1-2-3 Support for entire IT Infrastructure.
Standardized IT Infrastructure Support mechanisms.
Creation of base ITSM Processes which based on ITIL v3.
Implemented OP Manager for proactive monitoring of infrastructure, capacity planning & performance management.
Manage engine Service Desk Plus tool for Incident, Problem ,Change and Vendor Management.
Major Incident and Service Recovery Management .
Manage engine Desktop Central tool to Identify Security Patches & OS Patches for Server’s & Platforms
ADSelfService Plus tool to AD account unlock & windows password reset.
RESULT
More than 80% of system alerts fixed and closed as a part of first call resolution.
Incident resolutions within SLA with industry standard aging norms. “All Hands on Deck” for Sev 1.
Ageing of Problem Management is now less than 30 days (All RCA identified & Permanent Fixes executed).
Metrics in place to show reduction in Mean-Time-To-Fix and Mean-Time-Between-Failures.
Standardized management and execution of Problem & Change Management.
Provided Automation and Self-Heal techniques by Coordinate efforts for Integration of Tools.
Planning, Standardization & Execution of Maintenance cycles – Skillmine Blue Books and delivered Optimization, Better refresh cycles etc. to ensure Continuous Improvement Plans.
