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Background & Challenges

The client is one of the leading global Fuel Solutions provider, specializing in advanced fuel dispensing equipment, electronic systems and payment, automatic tank gauging and wet-stock management solutions. Headquartered in Downers Grove, Illinois, it is part of a billion-dollar manufacturing conglomerate providing world-class innovative solutions for 140+ customers worldwide.

The client was facing challenges in implementing VMware Horizon view based virtual desktop for a total of 198 users spread across three geographies – Americas, Europe and Asia. The users were mainly from Engineering department and used graphic-intensive Mechanical & Electrical CAD applications to design. These design applications required high processing speed and graphic output to work seamlessly. However, the existing systems were not able to support the high-end design graphic applications. This slowed down the work efficiency and the design work was hampered.

Additionally, each geography had their own dedicated Data Centre (DC). These Data Centers were setup with a specific focus on Data Confidentiality and Security. While the three DCs were isolated, the setup and the requirements for these were identical. There was challenge in implementation of high-end design applications individually at the three centers, though identical in nature.

The workforce spread across the different DCs also had dependency on each other even though they were working at different locations. While the work required to be undertaken at each DC was similar in nature, it required some degree of customization to suit to the nature of work of users at each location. Therefore, it was important to customize and localize the solution according to the DC requirements.

After multiple failed implementation attempts, the client reached out to Partners, who can understand their existing systems landscape and successfully complete the task. Anunta, with its years of extensive domain experience in virtual desktop implementations and metric driven approach to managed services, enabled the Client with the right assessment of their application landscape and user profiles to design a virtual desktop solution suited to their need.

What Anunta Did

Anunta identified the use cases and validated the desktop resource requirements, policies and licensing requirements. The team also assessed the existing Virtualization work undertaken by the client and their other service partners. Based on information gathered about the applications, desktops and user distribution landscape, Anunta designed and implemented the Horizon View virtual desktops, created Golden images and integrated peripherals to ease the day to day operations for engineers. Though the implementation was identical in nature, it was carried out in isolation at each data center.

Anunta implemented the Horizon View with an end to end installation and configuration of VMWare Horizon infrastructure components. The Anunta team also set up high availability (HA) database servers, connection servers, and UAG servers. As required, Anunta created two Golden Images and installed up to five simple Commercial-of-the- shelf applications (COTS) and optimized it for enhanced user performance and user experience.

Anunta also created desktop pools with instant clones and configured User Environment Manager (UEM) in AD mode with required configurations and restriction policies. Since the application used by the end-users involved high graphical output, Anunta enabled NVIDIA GPU on the VDIs. The keyboard layout was customized to enable localization for each of the three regions.

The Anunta team also assisted the client to change the Network Circuit Providers for an uninterrupted and improved network performance. In order to improve the performance of the design application, the team worked with the client to redesign a load balancer architecture, which optimized the load across thedesktops based on the application usage.

Anunta performed Systems Testing, Integration Testing, and User Acceptance Testing to validate all the functional and non-functional requirements of the client. Based on the user acceptance test (UAT) findings, customizations were further made to improve the performance. The successful User Acceptance Testing of VDI in US data center was replicated in Europe followed by Asia data center.

Value Delivered

  • Improved End-User Experience: Anunta enabled virtual desktops with high-end graphic support that led to improved end-user satisfaction and productivity. The keyboard layout was customized according to the geographies, which helped users save time and focus on more complex designs instead of spending a considerable amount of time on translating and interpreting the text.
  • Network Performance: With switching over to new Network Circuit Provider, there was a significant improvement in the network performance and near to Zero packet loss.
  • Cost Saving: With this implementation, the hardware and licenses cost was reduced by $1.5 Million from the IT budget. The ROI on hardware investment was calculated to be within a span of two years. While the Total Cost of Operations were within the expected budget, the costs saving from the initial investment enabled the business to focus on other strategic initiatives.

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Background & Challenges

The customer is India’s 4th largest private sector bank with headquarters in Mumbai and pan India presence across all 29 states and 7 Union Territories. The bank is committed to becoming a high quality, customer- centric, service driven, private Indian Bank catering to the future businesses of India. Having adopted international best practices, the highest standards of service quality and operational excellence, the bank offers comprehensive banking and financial solutions to all its valued customers. With a knowledge-driven approach to banking, it offers superior customer experience for its retail, corporate and emerging corporate banking clients.

The bank wanted to implement a Bring Your Own Device (BYOD) policy to provide its end-users with flexible yet secure access to data and core banking applications from anywhere, at any time, on a device of their choice.

However, it had concerns that enabling end-users to access data via devices of their choice would expose confidential corporate and customer data would subject it to litigation issues. Additionally, it was also worried about the availability of core banking applications on end- user devices given that their data connectivity would be at the mercy of their respective network providers.

In its endeavour to implement BYOD, the bank faced the following unique and significant challenges:

  • Security:
    • Allowing employees to get their own devices posed huge risk to the bank’s sensitive corporate data and exposed it to litigation due to intentional/unintentional data breach or data losses. Since data now resides on personal devices, it is susceptible to tampering and manipulation.
    • A stolen device would expose all data on it to the wrongdoers.
    • Virus and malware on the devices could make their way into the corporate data center putting the entire organization’s data at risk.
  • Overall Management: In addition to managing the corporate IT infrastructure, the IT teams would now also have to manage individual user devices as well.
  • Predictable Connectivity: While users would choose to work on their preferred device with internet connectivity, mobile networks themselves behave unpredictably. Without minimum connectivity, business critical apps would perform inconsistently, hampering overall productivity.

What Anunta Did

Anunta had already implemented virtual desktop infrastructure for the banks end-users across all locations successfully. Given its deep domain knowledge of virtualization technologies and longstanding experience in designing, deploying and managing complex large-scale implementations, Anunta designed a Mobility solution for the bank on top of Citrix Enterprise Mobile Management (EMM) solution suite comprising of Mobile Device Management (MDM) and Mobile Application Management (MAM). The EMM solution also enabled the bank to enforce corporate BYOD policy to all such devices ensuring:

  • Centralized Global Security Policy for all personal devices.
  • Centralized Application Management.
  • Increase in a variety of Smartphone OS Adoption.

As a part of the BYOD solution implementation, the bank was also able address other priorities through a host of innovative apps:

AIM Application: used across all branches for opening new customer accounts by keying in basic details and scanning fingerprints.

E-meeting Application: used by senior management for Quarterly Board Meetings. Board members now log in to their customized desktops via standard tablets readied for board meetings.

HCM Application: an HR app that assists in automated daily attendance marking using the geo-fencing feature on employees’ devices.

Value Delivered

  • In case a device is lost/misplaced/stolen, Corporate data and applications can be wiped out as soon as the device is back in network, ensuring complete data security.
  • The Corporate BYOD policy does not allow data and application access to devices that have been ‘rooted’ or ‘jailbroken’– ensuring complete adherence to compliance guidelines.
  • Corporate and personal data are managed separately to ensure that the BYOD policy doesn’t interfere with user privacy.
  • Today, Anunta’s Mobility solution manages over 9,000 mobile users across multiple branches and locations, and a total of over 17,500 users accessing virtual desktops.

60%

The solution allows simplified management of different devices and operating systems (IOS, Android, Knox, Windows) through a single platform, with above 60% incident managed proactively even before the end-users became aware of them, and an incident-to-user ratio of 0.02 as compared to industry average of 0.8 – 1.2.

99.98%

The solution enables users to access Citrix’s dedicated application store where enterprise and public application can be placed as a library. Users now have anytime anywhere secured access to these applications with above 99.98% application availability.

Application

Application delivery became hardware and vendor independent.

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Background & Challenges

The customer is a global professional services firm. It drives digital-led innovation and digitally-enabled intelligent operations for a vast number of processes for hundreds of Global Fortune 500 companies in over  20 countries. It helps enterprises rethink and transform business operations and to create better business outcomes.

The customer had created island infrastructures to reengineer business operations for enterprises across the globe. These island infrastructures were completely independent of each other, making them inflexible and resulted in duplication of resources leading to high management cost. This was a significant issue especially with smaller projects, impacting the customer’s operating margin negatively. This eventually  led  to  the customer having to drop smaller requests leading to loss of business opportunities and revenue.

The Customer wanted to move its existing workloads to the cloud from an on-premises infrastructure, it was critical for them to choose the right cloud platform for seamless access to data and applications for its users across offices. In the existing infra, application integration and scaling of users attracted high cost and led to business disruption. With high cost of integration, the Customer wanted to engage with an EUC implementation partner that could deliver high end-user experience.

The existing on-premises infrastructure across offices operated in silos leading to multiple challenges,

  • Inflexible infrastructure resulted in duplication of resources, high administrative overheads and management costs.
  • Significant issues were experienced during application integration negatively impacting operating margin.
  • Expansion and scaling of users on the existing infrastructure attracted high cost and led to business disruptions.
  • Loss of business opportunity and revenue, as it was difficult to undertake small business requests for ramp up/down of users.

What Anunta Did

Anunta identified infrastructure, security and implementation requirements and designed a solution using Horizon Cloud on Azure as it provided a multi-tenant set up that is secure, offered simplified management and reduced administrative overheads during application integration.

In consultation with the Customer, Anunta designed the solution while considering the following:

  • Implementing Horizon Cloud on Azure across 400 end users, leveraging the Customer’s existing investment/infrastructure, where possible.
  • Ensuring high availability and exceptional end-user experience & performance.
  • Ensuring integration of critical business applications with VMware identity manager.

Standardization of golden images, implementation of security policies and enablement of third-party identity management ensured complete adherence to infrastructure and applications security. Initial teething issues were addressed for high quality of service. Anunta’s metric driven Day 2 operations delivered seamless applications availability to stabilize the environment.

Post deployment, Anunta’s metric driven Day 2 operations delivered seamless availability of applications by quickly stabilizing the virtualized environment. The 24x7x365 remote infrastructure management team ensured that all incidents are addressed with minimum disruption to the business. Proactive monitoring of  the  environment  helped  to  quickly resolve more than 70% of the incidents before it impacted end-user performance and structured root cause analysis of incidents further  helped to prevent its recurrence. Anunta’s standardized processes and methods ensured consistent and predictable day to day performance of the Horizon Cloud environment and minimal impact on end-users due to change-related incidents. Continuous monitoring  of  the  virtual  desktop  environment helped to anticipate and quickly scale up/down the capacity depending on the business requirements. The outcome based and SLA driven approach resolved any CSAT related issues and enhanced user performance. The coordinated effort by both the teams ensured all security patches, bug fixes and performance enhancement patches related to Horizon Cloud infrastructure are released without business disruption.

Value Delivered

  • Moving to the robust Horizon Cloud infrastructure on Azure allowed the Customer the flexibility to choose the desired infrastructure for delivering and managing virtual desktops and applications besides switching to the pay as you go model.
  • Moving applications to the Cloud enabled end-users to access them for multiple business requests eliminating the need to create island infrastructures resulting in reduced cost of management and enabled the customer to cater to the smallest of projects as well.
  • Anunta’s outcome-based SLA’s and metric-focused approach ensured the virtualized environment on Horizon Cloud delivers over 99.98% application availability, minimized business disruption, and enhanced end-user performance.
  • Anunta’s Managed Services ensured end-to-end management of the customer’s Cloud infrastructure.
  • Root-cause analysis of incidents and proactive monitoring ensured that the Customer’s virtualized environment is always available for end-users and all application integration are achieved seamlessly.
  • The multi-tenant architecture of Horizon Cloud coupled with Anunta’s expertise in implementation and management of the cloud infrastructure ensured business continuity and met all security standards.
  • Beginning with the initially 50 end-users, over time Anunta’s Managed Services have enabled company to provide 400+ offshore end-users with secured access to data and applications through Cloud.

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Background & Challenges

The client is a global business process management company headquartered in Mumbai, India. It has 44,000+ personnel working in 60 “delivery centers” across the world, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, the United Kingdom, and the United States.

The unprecedented situation worldwide due to COVID-19 had a huge impact on ensuring business continuity, employee productivity, and responding to market needs. The company workforce was unable to access their workstations and provide services to its customers globally. The majority of the contact center employees spread across India and the Philippines were unable to respond to customer calls.

They wanted to quickly set- up a “work from home” solution for the contact center and back- office employees that ensure high application availability, high- quality voice calling, and a secure work environment.

Security: As a Business Process Management company, it was crucial to ensure that the contact center and back-office employees access applications and data in a secure and controlled environment. Due to the ongoing situation and need for remote working, the solution had to meet the stringent security requirements and create a complete data protected environment including “SSL end to end encryption”. It was imperative to ensure that the contact center employees had secure access only to process specific business applications to ensure compliance. Additionally, there was a need to ensure that the solution prevents security breaches and safeguards sensitive customer data and voice applications. It was crucial to follow the norms from DoT (Department of Telecommunications) for voice calls.

Business Continuity: Unlike the usual times, more customers were reaching out to the contact centers with different inquiries for essential services and it compelled to move at extraordinary speed to provide high-quality service to the customers and ensure employee safety at the same time. Based on the urgent business needs, it was vital to adopt a solution that is easily scalable with minimal IT intervention in to accommodate the spike in customer requests and call volumes.

Application Availability: During the crisis with heavy traffic on the contact center, the employees required seamless access to applications from any device to continuously meet customer needs. There was little or no scope of any service disruption to the customer or any other business need. The voice and data applications accessed by the contact center employees had to be available all the time with high performances so that there is no lag or disturbances in the audio at both the ends.

What Anunta Did

As a Microsoft Certified Service provider, Anunta got engaged to provide a scalable and cost-effective desktop solution that could support its employees and enable them to work from home, while ensuring high application availability, high-quality voice calling, and secure work environment. Anunta provided a solution with Microsoft WVD and Citrix Virtual apps for desktop users. We configured the Citrix Virtual Apps and Desktops in Azure for the employees across the two regions.

The back-office users were provisioned on the Microsoft WVD environment to perform their day to day operations. Contact Center users were accessing VDI through Citrix deployed on Azure for taking inbound and outbound calls with complete end to end encryption.

Windows 10 pooled desktop were provisioned for users of both WVD and Citrix, enabling complete isolation between the local desktop environment and virtualized environments, and ensuring no data is stored at the user endpoint. The solution enabled the employees to sign into their designated profiles from anywhere using any device, at any time to perform their designated tasks.

Anunta also provided end to end managed services, including incident management, problem, change, and patch management for the desktop environment that delivered seamless availability of applications by quickly stabilizing the desktop environment. It ensured that all incidents are addressed with the required security patch and updates with minimum disruption to the business meeting all security standards. It took away the burden of day to day management of the IT team and help them to focus on core business activities.

The solution helped the client to enable business continuity at a minimal cost and enhanced security without any business disruption.

Value Delivered

  • High Application Availability: The contact center employees were able to access the business applications, especially the voice calling application, seamlessly. The inbound and outbound call quality was high, which enabled the remote working employees to respond to their customer queries without any hassle.
  • 24×7 Support: Our round the clock support service provided the contact center employees with quick resolutions to all the user or performance issues that minimized business disruptions during the critical time We provided regular patches, updates, and rollback that ensured consistent performance and security adherence.
  • Enhanced Security: Our solution enabled the employees to access data and applications through devices of their choice without compromising on security and compliance.

Application

High Application Availability: The contact center employees were able to access the business applications, especially the voice calling application, seamlessly. The inbound and outbound call quality was high, which enabled the remote working employees to respond to their customer queries without any hassle.

24×7 Support

24×7 Support: Our round the clock support service provided the contact center employees with quick resolutions to all the user or performance issues that minimized business disruptions during the critical time We provided regular patches, updates, and rollback that ensured consistent performance and security adherence.

Security

Enhanced Security: Our solution enabled the employees to access data and applications through devices of their choice without compromising on security and compliance.

As an organization that works with 400+ clients, we are committed to our value of ‘Client First’ and our employee well-being even during the crisis. Anunta helped us to make the biggest shift to a work-from home model with their managed Cloud Desktop solution ensuring business continuity in a secure manner.

– CIO, Leading BPM Company.

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