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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's heterogeneous hybrid infrastructure estate was leading to increased inefficiencies. In addition, highly manual processes, high ticket volume, low levels of proactive problem management, inconsistent disaster recovery processes, and no self-service options added to the complexities. To overcome these challenges, the client aimed to improve its IT operations, SLAs, and multi-vendor environment. The client wanted to automate processes to improve service reliability and efficiency and integrate monitoring and observability to increase IT environment visibility.

Overall, the client was looking for an intelligent industrial foundation to bring flexibility and scalability into the business operations and enhance user experiences.




Our strategy was to streamline the client’s IT environment to remove inefficiencies, and fund new initiatives. We brought in an integrated IT service delivery model with our proprietary service management and automation platform, InfraGenieTM. Our solution approach was focused on achieving zero touch fulfilments, business services mapping, automated resolution, service improvement programs, and process optimization. We leveraged Patch Management solution enabled by automated validation of pre & post patching, for Incident reduction.

Our solution scope covered a 2000+ heterogenous infrastructure landscape (CoLo and AWS) and 8000+ next-gen service desk contacts. We provided the following services -

  • Automation using InfraGenie™ orchestration.
  • Automation-led and self-service driven approach for hybrid infrastructure operations and end user services – such as identity access management and the ‘joiner-mover-leaver’ framework for due diligence
  • End-to-end management of Hybrid Cloud operations across AWS (1200+) and on-prem compute platform (AIX, IBMi), Windows, Linux, VDI
  • 24 X 7 Integrated Monitoring, On-call Support
  • Service Management for ITIL Functions
  • Event correlation and single pane of glass view
  • Manage Hybrid Cloud Ops across AWS (1200+) - On-Prem (AIX, IBM i), Windows, Linux, VDI
  • Leverage Mphasis accelerators, point automation solutions and run book automation for delivering services efficiently
  • Support network services across 200 locations for 1500+ network devices


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.

Enabled proactive problem management to reduce incidents and improve capacity planning.