Fortune 500 Companies- Infrastructure Management Services Remote Service Desk, Remote Management/Monitoring, Centralize Application Deployment and Patch Implementation

Tech Field helps leading Fortune 500 Companies major set up a systems management server, and centralize IT infrastructure management and application maintenance and support.

The Client One of the largest fortune 500 organizations in USA, the client’s 5,000 agents and 52,000 employees.

The Challenge

The client’s business, spread across several geographically regions, grew at a tremendous pace. As the business grew, the client accumulated a huge IT infrastructure including a large user base of over 80,000 desktops, an equally large agent network, and more than 2,00 applications running on as many servers. Managing these applications and installing patches on the workstations and servers proved to be a humungous task for the client’s internal IT team. Installing the Operating System image and the application to load Workstations/Servers was another challenge both in terms of resource requirements and cost. In fact, software installation, support, and maintenance accounted for a major chunk of its IT infrastructure maintenance cost.

Tech Field implemented centralized system for asset management, patch management, anti virus management, SMS (Systems Management Server) server. This all implemented in central location without choking the network bandwidth, and provide both onsite as well offshore maintenance and support.

The Solution

Tech Field experience in Managing IT Infrastructure for fortune 500 companies. Tech Field collaborated with the client’s existing IT team and providing uninterrupted and ongoing support to the client’s IT infrastructure. The scope of the engagement included providing second level Domain Controller Management, Server/Network Management, Patch Management, Anti virus Management, SMS support, monitoring SMS server performance, and event alerts, troubleshooting SMS site server incidents, managing and troubleshooting the software distribution process and the load process, and resolving issues raised by business partners via helpdesk tickets.

Tech Field adopted ITIL practices for Service Management and put in place a centralized L1/L2 support unit to handle reactive and proactive incident management as well as service calls. Tech Field leveraged its expertise to not only install applications and implement patches for various client projects but also monitor and support the same.

The highly trained and experienced team from Tech Field worked with the client’s IT infrastructure management to support the IT Infrastructure Management. We are running remote service desk and monitoring from Tech Field NOCs.

The Benefits

Tech Field’s solution helped the client automate the process of installation and patch application. This eliminated the need to visit individual workstations to perform management functions such as desktop hardware and software inventory and asset management, software distribution and updates, and patch management. As a result the client was able to optimize its existing resources and reduce labor costs considerably.

Other benefits include :

Maximum cost visibility on account of SLA-based delivery model
Centralized support to all the client’s locations leading to a streamlined service delivery process and cost benefits
24×7 onsite support across multiple time zones leading to quick issue resolution and minimal backlog.
All incidents, events and problems are addressed through service desk tickets resulting in enhanced user support
The Technology

Operating system:

  • Windows XP
  • Windows Server 2003
  • Ticketing Tools
  • Service Desk
  • Software
  • Microsoft Systems Management Server 2003
  • Anti Virus
  • NMS
  • MServers/Network Devices/Applications