Our client is a US-based provider of integrated home healthcare equipment and related services, offering a comprehensive range of products and services for home respiratory therapy and Obstructive Sleep Apnea (OSA) treatment.
The client was looking at improving the current service levels, and efficient reporting and management in a multi-vendor environment.
The challenge lay in the legacy system that needed significant upgradation. The heterogenous environment of the client’s infrastructure estate called for transforming the platform to make their applications work with efficiency. Additionally, processes were manual and not mature, and this would require automation to be leveraged for greater service reliability.
Overall, an intelligent industrial foundation was required to bring flexibility and scalability into the client’s operations and enhance user experiences. This would infuse the much-needed trust with the client.
Our strategy was to streamline the client’s IT to remove inefficiencies and fund new initiatives. We brought in an integrated service delivery model with our proprietary service management and automation platform, InfraGenieTM. Taking an automation-led and self-service driven approach for infrastructure operations and end user services – such as identity access management and the ‘joiner-mover-leaver’ framework. We also brought in proactive problem management for reduction of incidents and better capacity planning.
Our solution scope covered a 2000+ heterogenous infrastructure landscape (CoLo and AWS) and 8000+ next-gen service desk contacts. We provided the following services:
Our innovative implementations delivered the following outcomes:
20 percent reduction in total cost of ownership
30 percent incident reduction
75 percent alert reduction through self-healing
70 percent adoption ratio of SSP implementation
High rate of service availability and environment stabilization
Remediation of old vulnerabilities by 80 percent to enhance security control and operational efficiency