InKnowTech

Customer Background

The customer is a UK-based Global Telco working with Fortune 500 customers. The customer has a captive center in India to render Outsourced Deployment, Service Management, and 24/7 NOC Management services to its global customers.

Challenges

• Not enough resource bandwidth for quick deployment of the network in multiple locations in India
• Implementation and Operationalization of NOC in a short time
• Resource mobilization for ongoing service management
• IT Management at various customer locations where heterogeneous use of technology is present

Solution

• Optimized the cost and increased standards in quality
• Increased competitiveness by supporting fast deployment of resources
• Developed proposals, costs and deployment strategies after partnering in the customer acquisition process
• Made end customer acceptance process seamless
• Stringent measurement and higher quality of resources with knowledge of Service Management and workplace expertise ensured SLAs in excess of 99%

Deliveries

• Deployment of IP Telephony networks for its customers in many locations supporting thousands of end users
• IT Service Management of telephony networks at customer locations on a 24/7 basis
• NOC management services
• Leased line and WAN management services
• Total IT management in two of their customer locations which include heterogeneous technologies

Value Proposition

InKnowTech’s deliveries to the customer are strongly laced with value add and improvement programs across contracts.

• Cisco-based end-to-end IP Telephony deployment and service management in four locations across India and Sri Lanka covering 5000 end users in BPO environment with SLAs that required a 99.8 % uptime
• Total IT Management for a BPO (SLA and Outcome-based model) with 10000 seats in three cities covering Service and Workplace management

Customer Background

The customer is a global leader in Software Services and Business Process Outsourcing.  The customer operates from multiple locations across India with an IT infrastructure of more than 30000 assets and over 40000 end users who need to be supported.

Challenges

• Usage of heterogeneous platforms from Alcatel, Cisco, HP, etc.
• Requires High Availability IT infrastructure and follows very stringent service levels to service their end customers
• Issues faced related to training, attrition, non-deliveries and lack of an MIS system to measure the quality of deliveries
• Increase in headcount, resulting in increase of IT Management costs

Solution

• Redesigned the service delivery processes of the customer’s IT operations with total focus on outcomes at multiple levels
• An objective set of metrics defined to measure the outcomes
• Replaced the resource-based billing model to an outcome-based one
• Other aspects of team sizing, tools and automation required etc. were derived from the outcomes agreed
• Stringent measurement and higher quality of resources with knowledge of Service Management and workplace expertise ensured SLAs in excess of 99%

Value Proposition

InKnowTech’s deliveries to the customer are strongly laced with value add and improvement programs across contracts.

• Service Level commitment at multiple levels defined based on the type of issues, the magnitude of issues and the type of users.
• First call resolution through remote support, resolution of 50% of the calls within 30 minutes
• Reduced the number of monthly tickets from 17000 to 7000, using proactive IT management techniques
• MIS reports on a daily, weekly and monthly basis including analytics such as a deep dive into specific issues and root cause analysis

Customer Background

Customer is 800 people strong Software Services Enterprise with clients predominantly in Europe and North America. The customer was using Microsoft Exchange-based email services with Outlook as the front end at its workplace.

Challenges

• Inappropriate Spam Management in its Email system
• Insufficient mail storage to handle the needs of the end user, despite the continuous increase of capacity
• Performance issues regarding access for the roaming user through webmail
• Increasing cost of license since Server OS and Exchange were updated to newer versions
• Difficulty of the in-house team to absorb virtualisation architecture and new version of exchange

Solution

• Hosting of customer email service on Google apps-based Mail service
• Seamless transition of mail service from Exchange to the cloud
• Deploying end user mailboxes, address boxes and backup
• End-to-end Service Management covering administration and service uptime

Deliveries

• 95% Spam Management
• Transition of mail service from Exchange to the Cloud
• Increase of mailbox capacity from 5 Mb to 7 GB
• Provision for regular backup of mailboxes
• Managed services end-to-end, covering administration and service uptime
• Enhanced webmail access from anywhere in the world

Value Proposition

• Spam Management was packaged with antivirus
• Immediate cost reduction due to removal of server, OS, Exchange Server, Antivirus and Spam Management tools and release of storage
• Reduction in manpower costs since management needs came down

With migration from the traditional Email management system to the service deployed by us, customers achieved Return on Investment (ROI) in less than a year.

Customer Background

The customer provides a SaaS-based platform to realty and facility management companies. The construction architects (who are the end-users of this SaaS-based product enter the building design details and on the processing of the same, they receive a compliance scorecard and recommendations from the product).

Challenges

• Expertise to automate the test and release processes to be deployed on AWS Cloud across regions
• Application stack included Windows Server, RHEL Linux & MySQL and the customer was using Jenkins for Continuous integration

Solution

• Software launch and deployment automation
• Enable developers to enter a few required parameters and click a single button to launch a new environment and deployment

Deliveries

• Created a self-service system in which engineers can automatically launch and deploy software to their AWS Cloud environments with a simple process of invoking a command
• This fully automated system was built using several AWS-based services along with Jenkins (a Continuous Integration server), Chef, Ruby, Cucumber and Power shell.

The AWS resources included, but were not limited to, the use of:

• AWS CloudFormation for managing relevant AWS resources and provisioning them in an orderly and predictable fashion
• Amazon EC2 for compute instances
• AWS IAM for securely controlling access to AWS services and resources for users
• AWS SimpleDB for storing configuration values and metadata from the Continuous delivery pipeline
• Amazon S3 for storage
• AWS VPC for securely isolating cloud resources

Value Proposition

The “Refactored” cloud solution resulted in several benefits for the customer:

• Faster time-to-market, as a startup, with optimal use of resources
• Developer focus on value adding features over running manual processes
• Higher levels of security using VPC and encryption
• Elasticity reduces cost and number of idle resources