CLIENT

A high-end luxury car manufacturing company, headquartered in the UK.

BUSINESS CHALLENGES

 

The company faced challenges such as:

  • Disjointed IT systems
  • Numerous integration issues due to a multi-vendor model
  • Outdated service management processes and tools
  • High total cost of ownership of IT systems
  • Poor synergy with parent company
  • High time to market, leading to loss of a competitive edge
  • Low number of standard operating procedures
  • Minimal automation

OUR APPROACH

 

Mphasis provided the client with total core infrastructure management, onshore service desk, and reduced cost of operations.

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Deployed and implemented InfraGenie in a multi-tenancy model

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Automated and continuous improvement through autonomics-led delivery

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Enhanced employee experience of IT with onsite service desk with multi-channel capabilities

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Integrated services and managed framework for hardware, connectivity, and management

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Customized onsite-offshore mix to suit the specific requirements of the manufacturing domain

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Mature combination of dedicated and leveraged support

VALUE DELIVERED

  • 100% success rate with respect to changes implemented
  • 75% reduction in alerts 
  • 45% ticket automation
  • 80% reduction in average IMAC completion rate
  • 40% left shift of incident management effort
  • 30% reduction in costs
  • 15% overall L1 effort migration as a result of the alert reduction and event suppression program