The client is a Fortune 500 semiconductor manufacturing organization. The Challenge was to achieve substantial reduction in costs and improve service levels, to outsource non-core areas, to have real time production support for 24 x 7 Operations, to standardize its IT environment and to quantify and monitor service levels. The solutions were desktop application support, helpdesk services, desktop services (onsite), email and calendaring, LAN/WAN management, server, storage and data center administration, implementation of Enterprise management tools framework and Remedy based ITSM framework, support for Custom Web Based systems/Client Server applications. The benefits were focus on meeting and exceeding SLAs, proactive infrastructure management, standardization of processes using the ITIL framework, re-badging of customer resources, enhanced visibility into infrastructure performance.
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