Client Profile
A leading private sector bank in India with a nationwide presence across 1,350+ branches. This financial institution offers comprehensive services to its customers, supported by teams in Mumbai and Chennai.
Challenges
The bank faced several key challenges that hindered its IT service efficiency:
- Multiple Service Providers/Partner and Resource: Based Contract/T&M Model- The bank managed several partners, each providing only resources without accountability, leading to disjointed support and a lack of ownership.
- Delay in Remote Support: Support at remote locations often faced delays, and the on-call support was suboptimal, leading to increased downtime and user frustration.
- Lack of Accountability: Under the resource-based contract, vendors were not clearly accountable, causing slow issue resolution and poor service quality due to the absence of dedicated ownership.
Anunta’s Solution
Anunta consolidated and migrated all services managed by the other partners under Managed Endpoint Services (MES) and transitioned the Data Center Operations (DCO) entirely under the T&M (Time and Material) model to support IT and drive efficiency.
i) Managed Endpoint Services (MES)
Anunta managed 32,500 endpoints, providing comprehensive support across more than 1,350 branches with onsite, remote, and on-call services. Key services included:
- Service Desk: Handling user queries, incidents, and service requests via multiple channels.
- Field-Side Support: Offering in-person support for tickets not resolved by the remote team.
- Pick and Dispatch: Efficient routing of tickets tagged to different teams, reducing downtime.
- Asset Management: Complete management of hardware and software assets, ensuring lifecycle tracking and break-fix.
- Compliance & Tools Management: Regular patch updates and scheduled monitoring/checklists to ensure endpoints are compliant.
- Vendor Management: Coordinating with third-party vendors/OEMs to meet hardware support requirements.
- Automation: Implementing automated solutions for routine maintenance tasks to speed up resolution and reduce manual efforts.
ii) Data Center Operations (DCO) Transfer
Anunta successfully transitioned Data Center Operations (DCO) for the bank, taking full ownership of operations across the Bangalore and Mumbai DC/DR locations. Key components included:
- 24×7 Data Center Operations: Monitoring critical infrastructure inside the data center for hardware health.
- Vendor & Infrastructure Management: Ensuring timely infrastructure management and maintenance, coordinating with OEMs and third-party vendors to maintain performance standards.
- Seamless Transition and Implementation: Anunta managed a smooth transition of these services within a 15-working-day timeline, completing the onboarding of 136 resources for MES and 20 for DCO, including re-badged and newly hired staff.
Key elements of the transition process included:
Anunta successfully transitioned Data Center Operations (DCO) for the bank, taking full ownership of operations across the Bangalore and Mumbai DC/DR locations. Key components included:
- Knowledge Transfer (KT): In-depth sessions were conducted to ensure all team members were aligned with the bank’s systems, tools, and processes.
- Resource Onboarding: Anunta on-boarded and trained resources, ensuring they had the right skills and tools for seamless service delivery.
- SLA Management: Clear SLAs were defined and monitored to ensure consistently high performance, with penalties in place for any breaches.
iii) Risk Management & Mitigation
Anunta’s approach to managing risks during the transition was structured and proactive:
- Documentation Gaps: Identified and filled gaps in existing documentation to ensure smooth knowledge transfer.
- Resource Attrition: Strategically planned for resource backup to ensure continuity despite potential attrition.
- Infrastructure Access: Ensured early access to systems and tools to avoid delays in service delivery.
- Cultural Sensitization: Conducted workshops to foster better communication and collaboration between Anunta’s team and the bank’s staff.
Key Benefits
By consolidating its IT support services under Anunta’s unified model, the bank is set to achieve several key benefits in the coming months:
- Enhanced Compliance: A significant improvement in compliance with security policies, ensuring all endpoints were consistently up to date with the latest security patches and software updates.
- Scalable & Flexible Support: The hybrid service model allowed the bank to scale up or down based on its evolving needs.
- Improved Incident Resolution: Incident resolution time is expected to improve by 20%, resulting in faster issue resolution and minimized downtime.
- Cost Savings: The bank will achieve 12% savings by consolidating multiple vendors and simplifying service management.
