Industry:- Technology
Services:-Managed Colocation
The client
A India-based provider of managed IT, working with organisations within finance, energy, education, technology, and more.
The company specialises in tiered, flexible and cost-effective services which best suit their clients’ computing requirements and provides tightly-managed and secure data centre environments and an agreed, consistent, scalable service.
Services:-Managed Colocation
When the client first came to Cloudi, their diverse IT infrastructure was located on-premise across a number of locations. To support their proposition, they required a well-located data centre that was capable of supporting strategic growth plans and meeting the high-efficiency standards they set as part of their stated objective to minimise the environmental impact of IT services.
The challenge
When the client first came to Cloudi, their diverse IT infrastructure was located on-premise across a number of locations. To support their proposition, they required a well-located data centre that was capable of supporting strategic growth plans and meeting the high-efficiency standards they set as part of their stated objective to minimise the environmental impact of IT services.
What happened
The client selected Cloudi ’s Partner’s datacenter in order to benefit from the highly secure campus, which provides them with government-grade security levels, full 2N power and highly resilient infrastructure. Cloudi ’s 99.5% uptime SLA allows the client to offer a non-stop service as part of its portfolio.
Cloudi Managed Colocation
Since installing their kit into the data centre, Cloudi and the client have developed a mutually beneficial partnership as well as a healthy data centre/client relationship.
As part of the Cloudi Connect ecosystem of providers, the client has successfully supported several other Cloudi clients with managed co-location and connectivity to the cloud.
Industry Co-Working
Services:- Managed IT Services, Office 365 Migration, NMS
The client,
A Co-Working firm in Bangalore, realised they needed a new perspective regarding IT support and service management. The complexity of the business had grown and was running up against legacy cost controls and a reactive approach to technology services.
The challenge
IT service management focused on resolving immediate computer, server, and network issues that had already caused downtime and interrupted productivity for them and customers.
The company realised it was time for a new approach—a preemptive process that would prevent common issues, provide better network security, reduce downtime, and allow them to focus on business goals. And also be compliance-ready according to the law of the land.
The company needed time to focus on its core value-added business needs, such as improving Customer Experiences and leveraging its geographical reach for maximum revenue. This would require new technologies and streamlined processes from IT support.
What happened
Cloudi Technology Strategists interviewed the key stakeholders to identify company requirements and review strategic needs, as well as immediate risks and vulnerabilities that were regularly occurring.
The current process was reactive, using workarounds and temporary fixes.
To make matters worse, hiring inexperienced entry-level IT staff was common practice.
Multiple issues with exciting Internet services providers (92 locations with 50 Gig Capacity ) at various locations across India.
As a coworking Player, they have International customers who need Compliance in a palace like ISO 27001, GDPR Compliance, Govt Of India Compliance(DOT, OSP, TRAI)
Cloudi Solutions
Cloudi ’s thorough analysis pinpointed the instability of the network as the biggest factor leading to frequent outages that impacted production.
Cloudi devised a plan that would lead to increased network stability and reduce long-term costs.
Cloudi deployed and took responsibility for
- IT Infrastructure solution designing, BOM finalisation, input on commercials, vendor identification, and product sourcing with management approvals, project/product delivery and deployment.
- Coordination with vendors for installing and configuring Local Area Networks (LAN), and Wide area Networks (WAN).
- Co-ordination with principal companies towards AMCs/Warranties for IT equipment
- Co-ordination with Software Application vendors for installation, resolving critical infrastructural issues related to the use of these.
- Co-ordination with ISP (Internet / Leased line / MPLS/SD-WAN) vendors to fix technical issues.
- Maintain IT assets and act as a custodian.
- NMS for proactive monitoring for network (Internal and customer )
- Services Desk for internal and customer for creating and monitoring IT ticket with escalation maintained by Cloudi team
- Deployed new cloud managed Meraki switches and fortigate firewalls.
- Migrated email away from an on-premise Exchange Server that required extra backup and maintenance, to Office 365.
- Cloudi setup operational maintenance of the servers, workstations and network, and took over the responsibility of L3 Level support.
- Cloudi helped customers be Compliance ready.
The impact: Tangible benefits
- The initial engagement realised more than $1 million in savings. Other tangible benefits included:
- We helped the client increase productivity by moving beyond traditional Managed IT Services.
- Decreased licence audit risk
- Infrastructure licensing support and maintenance
- Application licence management services
- Service-level agreements focused on business outcomes
- Reduced software licensing footprint
- Increased efficiencies in the operating model
- Reduced multi ISP management for services and billing related issue
As a result, rather than transferring operational responsibility back to its team, the Clients continue to rely on Cloudi ’s Managed Services for operational support.
- After these changes, the IT department was no longer viewed as a cost centre that caused downtime for the organisation.
- IT was now contributing to the business and helping the company remain competitive in its marketplace.
- Offering true ownership and responsibility through much greater breadth and depth of IT management, client IT support goes far beyond traditional Managed Service Provider (MSP) capabilities.
- Cloudi enables clients to truly succeed and grow their business, instead of being hampered by legacy cost controls and a reactive mindset.
Industry:- Manufacturing
Services :- Cloud Server
The client
The customer is a U.K. based company dedicated to designing, marketing and manufacturing of products in four segments: Life Sciences, Diagnostics, Environmental and Applied Solutions.
Global family of over 20 operating companies and approximately 30,000 employees spread across 10 countries.
The challenge
The customer was looking to adopt an agile solution to enable comprehensive technology transformation. This would require extensive resources across different skill sets, some of these critical to the administration, and services tasks related to on-premises and cloud services.
The business wanted to enhance communication and collaboration among all of their respective companies and also needed support services for monitoring the overall IT infrastructure.
Cloudi Solutions
Cloudi worked closely with the customer’s Client team, Together they identified strategic and tactical opportunities, conducted feasibility studies, designed and implemented solutions, and also provided support services shared across all companies that were part of the organisation.
Cloudi delivered key services/solutions including:
- Migrated over 100,000 mailboxes from on-premises Exchange 2010 to O365 Exchange Online Provided 24×7 L1 to L3 support for hybrid IT infrastructure and services
- Management of Office 365 services including Azure AD, Exchange Online, Skype, SharePoint Online and Yammer
- Messaging hygiene solution and mitigation of SPAM, spoofing and virus events
- Planned and implemented the migration/upgrade of on-premise servers to AWS IaaS Cloud and VMWare environment
- Collaborated with the local site administrator to mitigate server-side incidents
- 24×7 monitoring of overall IT infrastructure and services
- Digital transformation with next-gen solutions drives enhanced collaboration and cost reduction
The impact: Tangible benefits
- Enhanced collaboration among all group companies across the globe using tools such as common messaging platforms and single address book
- Substantial cost reductions due to the deployment of a centralised team for managing global mail, portal services, etc. for all businesses at the client location.
- Effective management and troubleshooting of over 1,200 incidents/requests per month
Industry:- Energy
Services:- Unified Communications,
The client
The customer is a India based multinational fully integrated Solar company with a strong presence across the downstream value chain.
The challenge
The customer wanted to climb the growth ladder consistently by leveraging available technological enhancements and find a technology partner to chalk out a roadmap for strategic development.
While striving to achieve their business goals, the customer faced some major challenges:
Lack of tools to continuously monitor end user experience left the customer with several lost improvement opportunities
They struggle with backlogs which accumulated for over a period of 6 months or more
The absence of a structured process framework led to over spilling IT budgets
Continuous support, even in non-business hours, was a big challenge
What happened
Cloudi stepped in as a trusted IT partner and soon won the trust of the customer to collaborate on a broad range of services. A strategy for efficient infrastructure management was carved from Cloudi framework.
Cloudi Solutions
- Storage revamp-migration from legacy storage to NetApp2019
- Citrix revamp-redesign and implementation of a new Citrix farm for enhanced experience
- Fortinet implementation for enhanced VPN services
- End User Computing (EUC) Services- OS image deployment, Kiosk management, application packaging & virtualization
- Implementation and support of WAN ( Internet & MPLS)
- ServiceNow integration with customer experience management
- ServiceNow implementation adapting ITIL Framework, automated onboarding process for users
- O365 migration from legacy Exchange environment to Exchange Online
- 24×7 Service desk services
- Unified Communications: Cisco Teams, Webex, and TCL VOIP
The impact: Tangible benefits
- End user CSAT at par with industry
- Continuous 24×7 support
- 100% visibility with 86% satisfied users
- Significant savings in OPEX
- Helped close 6 months on incidents backlog and achieved 80% monthly closure of incidents
Industry:-Banking and Financial
Services:- Managed IT Services
The client
The customer provides technology and administration services to financial advisors and Banking across India. It offers a platform and technology for investment management, fund processing and administration.
The challenge
The customer aimed to deliver world-class and cost-effective solutions to its clients
In order to stay relevant and competitive in a dynamic market, the customer wanted to automate the information capturing process, which was costing them ~$0.5 million per year due to human errors along with ~$1.0 million per year in penalty risks
The customer faced some key challenges while trying to optimise operations and implement automation
- Monitoring and notification issues of assets and services, impacting end-customer experience Absence of an end-to-end architected service platform to enable automation and scaling
- Lack of virtualization and network management capability and automation
- Need for a well-architected framework
- SIAM, vendor consolidation, licensing and SLA management
What happened
Cloudi took over infrastructure managed services from a previous incumbent and offered Managed IT Services with a focus to optimise digital operations, enable digital transformation and improve SLAs impacting business outcomes
- Single pane of glass, 24×7 monitoring solution for end-to-end IT services monitoring for improved service identification and notification
- ITSM process audit and implementation of best practices, consistent governance and continuous improvement of ITSM multi vendor alignment
- Self-heal and self-help portal deployment for improved user experience
- Preventive, proactive and predictive approach for user-based delivery (Sense and Act). Leverage Adaptive Service Framework (ASF) to enable business service availability and reliability measured by defined business service SLAs
- Implementation of Aternity tool, self-service and self-heal bots to improve productivity and digital experience
- Digital service improvement initiatives to increase the effectiveness and efficiency
The impact: Tangible benefits
- Improved event management, monitoring insights and contributed effectively to capacity management
- Increased service reliability by reducing overall incidents by 20% and VDI incidents by 12% in a single quarter
- Self-service and self-heal automation improved digital experience for the customer and their customers.
- Cloudi received 97.47% positive feedback from the customer
- Leveraged the framework to transform business operations and services Continuous improvement cycle achieved in improving SLA above 99% in just two quarters
