24/7 managed services support with a reduction in ticket volumes

Challenge

The client had multiple IT support teams across its global manufacturing sites providing limited (8X5) coverage. These unevenly spread teams managed ~11,000 tickets yearly but were plagued by operational instability and low service and efficiency levels.

The client needed robust support processes. In addition, the client lacked data governance, transparency, and a security posture that did not meet compliance requirements. All these factors need urgent attention and remediation.

Solution

After studying the client’s existing IT support and security processes, Marlabs felt it was necessary to establish a remote English language helpdesk for L1 service. In addition, process-driven collaboration with L2 and L3 teams was established while the technology used for support was upgraded in keeping with current trends.

An integrated operations center was designed to provide global 24/7 helpdesk coverage along with:

• IT security monitoring with the implementation of identity and access management, cloud SSO, and MFA enablement
• Compute and storage monitoring and management for cloud (Azure) data centers
• Monitoring and management of Azure Active Directory services
• Monitoring and management of Office 365 tenant
• Monitoring and management of cloud network
• SCCM distribution point monitoring and patch management
• Intune for mobile device management and implementation of SCOM and SolarWinds for effective monitoring
• Maintaining and improving security posture by implementing SecureWorks, Sophos, Thycotic, Wombat, and Masergy Threat Monitoring & Response
• Streamlining the knowledge repository through an integrated solution where knowledge is categorized, reviewed, and readily available to support teams and end users
• Single sign-on configuration for all 17 SaaS apps
• 3rd party IDP decommissioned by Azure AD with MFA
• Standardization of end-user environment SOPs and runbooks
• Structured governance and visibility to operational metrics to drive decision-making
• Streamlining of process workflow as per recommended industry standard

Separately, the experience of the Marlabs team was combined with automation to integrate ~1400 users from two acquired entities in less than 5 months.

Results

In under 8 weeks, multiple support teams were combined and spread evenly across the client’s operations. Policy management was centralized, and the client moved away from manual activity by automating user tasks across 48 locations. The automation eliminated ~7,500 staff hours of manual effort in operational and project activities. In addition, a ~35% reduction in tickets (from 11,000 to 8,000) combined with automation and shift left enabled the client’s team to deliver ~200 staff hours of project work along with the day-to-day support activities.

The structured and phased transition strategy resulted in a steady state of operations without impacting response and resolution KPIs.

An analysis of the top ticket contributors and opportunities for shift left from L2 and L3 teams has been initiated. This is expected to deliver cost savings of an additional 20% this year.

Impact

• 24/7 support enabled across 65 sites
• 35% reduction in ticket volumes
• ~1400 users from two acquired entities integrated
• 30% improvement in KPIs