case study - it infrastructure via an offshore/onsite model
TRANSCRIPT
CMS IT SERVICES PARTNERS MULTINATIONalto establish and monitor its IT infrastructure via an offshore/onsite model
The CusTomer
The Solution
The Challenge
A Large E-Commerce Multinational with presence in 13 countries in the Asia Pacific region.
Case Study
The customer, being a large E-Commerce player, needed an infrastructure support that ensured high
availability and uptime since any downtime would directly affect business. The customer needed a
reliable IT Infrastructure services organization that could run the infrastructure on a 24 X 7 X 365
basis and ensure Service Levels were achieved. Due to a large number of issues, the Customer
needed to ensure a transition to CMS from the Incumbent before the new Financial Year got
underway and hence, there was a transition timeline of a mere 20 days. Further, the transition was
a hostile takeover and hence had to be done without proper handholding.
The need of the hour was to quickly set up an experienced team that could take over the
management of the Infrastructure based on just documentation, without extensive handover
from the Incumbent. The second need was to establish the entire physical infrastructure in 15
days conforming to all the security needs of the customer, since there could be no compromise on
security.
CMS IT Services successfully completed this transition and also set up the security required for the
ODC in 20 days. The focus was on smooth and continuous communication and quick takeover of the
documentation and IT systems. The team comprised of experienced professionals who have worked
in such situations in the past who were responsible for the actual transition and a support team who
learned about the customer environment “On the Job”. There was also extensive governance from
CMS to ensure risks were identified on time and quickly mitigated.
Post the transition, focus was on ensuring a smooth running as well as focus on service
improvements. Salient features of our “Run” solution are:
• Efficient Offshore – Onsite model with activity definition across various support groups with clear
SOPs and documentation
• Process based Service Delivery to ensure traceability and ownership
• Management of language challenges through a bilingual team Onsite and Japanese translators
Offshore
• KPI based Service Delivery
Deployment Environment:
Platforms supported by CMS IT Services are:
• Windows
• Linux
• AIX
• Web Application Servers
• DB – MSSQL, Sybase, DB2
• Backup Infrastructure
The solution implemented by CMS IT Services offered the customer multiple benefits:
• 24X7 monitoring and management of the IT Infrastructure of the company in Japan
• Offshore / onsite model for an ideal techno-commercial solution
• ITIL based service delivery
• Management of Monthly Preventive Maintenance activities to ensure minimal IT
Infrastructure failures
• Focus on Service Improvements through better processes and automation
The Benefits
CMS It services pvt. ltd.Email us: [email protected]
Email: [email protected]
Phone : +91 80 3043 0300 / 400
Mobile : +91 806 772 7000
www.cmsitservices.com