Strengthen Operational Efficiencies with IT Infrastructure Managed Services by HCL

Strengthening Operational Efficiencies of a

The client is a pioneer in consumer and specialties chemicals in India.

Their product range includes adhesives, resins, sealants, paint

chemicals, art materials and organic pigments. Over two-third of the

company sales is from the products and segments it has pioneered in

India. The client is increasing its international footprints through

acquisitions and setting up manufacturing facilities and sales offices at

important locations around the world.

Client Brief

Top Adhesive Firm with IT Infrastructure Management Services

Manufacturing

Client Requirements

The client wanted to scale up their existing IT

infrastructure and make a distinct move

towards being a futuristic company that

could adapt to and meet the growth and

expansion related challenges. This

prompted the client to look for an IT partner

who cou ld fu l f i l l the i r fo l lowing

requirements-

Ÿ Asset Management & IMAC Services

Ÿ Optimum utilization of the overall IT

infrastructure

Ÿ Delivery of services based on ITIL

framework or equivalent

Ÿ Data Centre & DR Site Management

Ÿ Desk side support for their offices all

over India

Ÿ Network Management

Ÿ Email Support

Ÿ Vendor Management

Ÿ Configuration, Administration, Upgrade

/Patch /New Release Deployment

Ÿ Reporting & Documentation

Ÿ Centralized Helpdesk Services

Solutions Offered

After careful assessment of the client's

requirements, HCL Infosystems offered

solutions to the client for their workplace

management spread over 100 locations pan

India. These solutions included break-fix

support, implementation of ITIL driven tools

and processes. Details of the solutions

offered are as follows-

Ÿ Hybrid Support - Centralized IT support

team comprising onsite resident and

cluster engineers covering factory

locations and branch offices. The

balance locations spread across the

country are supported by on-call

service

Ÿ Desktop Management - High quality

end-to-end support for applications,

operat ing systems & network

connections

Ÿ Vendor Management

Ÿ Asset Management - Synchronized

business objectives and moved IT from

the tactical level to the strategic level

Ÿ Server Management Services - Ensured

maximum availability of the servers by

minimizing downtime of service

Business Benefits

Ÿ Server uptime of 99.99%

Ÿ Platform availability of Windows, Citrix,

VMware, AIX, Storage & Web Services

by 99.99%

Ÿ Network availability of 99.75%

Ÿ Improved remote resolution ratio from

20% to 45%

Ÿ 1st level call resolution through RIM

Ÿ Proactive network monitoring and auto

ticketing exceeding threshold level

configured in the tool leading to

increased network availability

Ÿ ITIL process implementation leading to

structured, quality and smooth IT

support delivery to user community

18x7

Ÿ Implementation of regular review

mechanism and governance has lead to

faster decision making

Ÿ Back up Management for pre - defined

critical applications, databases, file

servers, mailing subsystem and crucial

server setups

Ÿ Mail Messaging Management Services

- Creation, deletion and transfer of user

mailboxes, monitoring email traffic,

monitoring and managing disk space

utilization on servers

Ÿ Network Management - Identification

of LAN cabling faults, proactive

monitoring of all switches, routing

equipment and countrywide WAN links

with the use of network monitoring

tools

Ÿ Hardware maintenance and support of

all computing products

ŸCentralized Remote L1/L2 Support-

Remote Infrastructure Management

(RIM) engineers were placed at helpdesk

for service support

ŸCentralized Helpdesk Services

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subject to change without notice.

About HCL InfosystemsHCL Infosystems Ltd. with revenue (LTM) of US$ 2.0 billion (Rs 10,401 crores) is India's Premier Technology Company and offers

a wide spectrum of IT Services and Products ranging from Cloud to Learning Solutions. As a complete IT solutions provider the

company offers comprehensive offerings in Enterprise Application Services, IT Infrastructure Managed Services, System

Integration, Office Automation Products and Services, Distribution and Support Services. The company operates in both the

Consumer and the Enterprise space – offering the latest mobility products and operating in verticals like BFSI, Telecom, and

Healthcare respectively.

HCL Care, the support and service division of the company has one of the largest and most extensive service networks across

the country and provides end to end support services for various IT, Telecom and Consumer Electronics products.HCL

Infosystems has one of the largest distribution network of digital lifestyle global brands and an unparalleled robust service

network in the country including Tier 2 and 3 cities. Digilife Distribution and Marketing Services (DDMS), a 100% subsidiary of

HCL Infosystems focuses on multi brand distribution and offers value added distribution for its partners including strategic

consulting services, last mile connect and support in marketing and promotions. HCL Learning a division of the company

covers the entire spectrum of education and training requirements across schools, colleges, individuals and enterprises and

offers rich learning solutions across these segments. HCL Infosystems MEA (Middle East and Africa), a fully owned subsidiary

of HCL Infosystems is part of the emerging markets outreach of the company and focuses on expanding the business in the

Middle East and African geographies and provides comprehensive IT solutions to customers across verticals in the region. The

company also has robust operations in Singapore with its subsidiary HCL Insys Pte. Ltd. gaining traction in the region with its

Enterprise solutions including a strong offering in Infrastructure Managed Services

For more information please visit us at www.hclinfosystems.com

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