One of the largest municipalities in UAE saves up to 40% IT operations cost using Intertec’s Managed Services

One of the largest municipalities in UAE saves up to 40% IT operations cost using Intertec’s Managed Services

The client is one of the largest municipalities in UAE employing more than 11,000 employees in various sectors such as International Affairs & Partnership , General Support, Environment Health & Safety Control, Environmental & Public Health Services, Planning & Engineering, Corporate Support.

Business Scenario

The business dynamics of this government institution warrants introduction of new business and IT services regularly. Lack of planning and adhoc requests from IT users made it mandate to invest on technology and workforce on urgent basis. Also, the normal service onboarding cycle that existed in the environment was 3 months, making it unsuitable for most of the new requirements.

The organization used multiple tools for monitoring the IT infrastructure and applications. While considerable expenses were incurred in maintaining these tools, the benefits derived from these tools were limited.

This was largely due to the non-integration of the monitoring and the service management tool and demanded extra manual effort from support team.

Challenges

  • High support cost due to dedicated workforce on various technologies and expensive tools working in silos. Unintegrated tools led to complex environment and undesired situations
  • High dependency on resources due to lack of documentation & knowledge management
  • High lead time for introducing new services
  • No service level or Key Performance Indicator in the data centre services
  • Difficulty in planning service forecast vis-à-vis business growth

Existing IT Landscape

Data Centers – 4

Total Servers (Windows, VM ware, Citrix Xenapp, Simplivity, Unix, Solaris) – Over 750 Nutanix Hyper converged

Database Instances (oracle & SQL) – 80

Messaging & Collaboration – Lync, BES, Forfront TMG

Network & Security Devices: 142 (F5, Fortinet, Big switch, Cisco)

Backup –Net App, Commvault & Veeam

Storage – SUN Storage, EMC Vmax & VNX 

Middleware – WebSphere, Web Center, Web logic, Oracle FMW, Tivoli Directory Server

Alerts: 7000 plus

Incidents: over 1500 per month

Change requests: over 2400 per month

Solution

Intertec aimed at mitigating the challenges and designed a hybrid solution comprising of both onsite and off shore resources, industry standard processes and evolved tools. The solution involved round the clock proactive monitoring and management of the enterprise devices like storage, backup, database, middleware network and Security.

Intertec identified opportunities to improve both – the cost-effectiveness and efficiency of the operations. It took a phased approach of transition which vastly helped in knowledge retention and smooth transition without affecting the business as usual (BAU). During the transition, Intertec studied the existing processes, identified the gaps and then implemented the ITIL processes on service desk tool which resulted in improving the operational efficiencies.

Intertec replaced the existing tools with Ivanti & Solarwinds, creating the required platform for automated alerts, ushering efficiency in the environment. We also implemented a reporting platform for MIS reporting & in-depth visibility of the organization’s IT environment.

Result

  • An average of 40% cost optimization through
    • shared & hybrid delivery model
    • Elimination of redundant resources and elimination of existing stand-alone tools
    • Reduction of management overheads
  • Increased service availability through proactive monitoring and enhanced Service Level Agreement
  • Reduced the lead time for introduction of new services Integrated Platform to Unified
  • Provided 360 degree view of the IT environment & MIS enabling the management with complete IT visibility and therefore enhanced confidence in many folds