Process-driven infrastructure and vendor management enablement for a global software development company

Our client, a software developer and IT consultancy, required an infrastructure services partner to manage their IT infra so they could focus on expanding their business and accomplishing their core goals. With offices in Munich and Bangalore, our mission was to provide a reliable, innovative support system that empowers our client.

Without an end-to-end, effective, and efficient infrastructure, our client’s biggest challenge was to deliver path-breaking software solutions for their clientele continuously. That caused significant friction among employees who felt ill-equipped without the right tools. By relying on ineffective SLA’s and multiple vendors, their bottom line was directly impacted without a comprehensive solution to their problems.
Our client’s ambition was to implement high-end enterprise-grade technology that was expensive to procure and difficult to manage. Without an established hierarchy, every issue was escalated to their CEO, which created a bottleneck for issue resolution and affected productivity.

Delivering an infrastructure that benefited our client’s output, management, and operational efficiency was our primary goal. We needed to implement an approach that covered each of their requirements from technology and consulting standpoint. We endeavoured to:

• Establish a dependable link between vendors and the client for seamless SLA management, procurement, and process execution.
• Provide 24×7 hybrid monitoring for their onsite and offsite locations to ensure all their devices and infrastructure ran smoothly.
• Configure virtual environments, simplify data and patch management, and implement effective security programs

Prioritizing their requirements, identifying need gaps, and executing research-oriented solutions allowed us to drive their business towards stability with increased market opportunities. We created a notable impact: 

98% improvement in SLA adherence
99% enhancement of SLA response time
95% boost in SLA resolution time
70% refinement of SLA performance