Case Summary

Business Needs

Business Benefits

US tier 1 Telco needed an IT services partner

to help streamline their IT operations,
reduce operating costs and establish a
secure offshore support environment to

Single Point of contact for all Data Center

Single point of contact to manage all kind of

incidents & alerts

Infrastructure issues
Large amount of alerts & traps

Reduction in total monthly alerts by 20%

Round the clock monitoring

24x7 monitoring and incident resolution

Incident Management services to clients

Improve BCP/DR Plan

BCP/DR: Service delivery from two offshore

ROCC (Regional Operations Control Center).

Redefine support processes

manage their IT infrastructure. Tech

Mahindra offered 24x7 Monitoring and

locations

Monitoring and Incident Management for large US Telco

The client is the largest
telecommunications company in the
United States and one of the largest
in the world. It delivers an
unsurpassed portfolio of traditional
and IP-based voice, broadband
Internet, data transport, wireless and
video services including 1500
managed MPLS nodes in 80
countries, 75000 MPLS customer
ports and 28 data centres across the
globe. It is also the largest
broadband DSL provider and long

Background

distance & local voice service

provider. It provides
international voice services with
network assets in 50 countries
and 850 cities around the globe.

transforming to IP based communications; the client faced a number of business challenges,

The client has grown through organic and inorganic routes, acquiring disparate IT assets and
systems over the years. The clients long-standing reputation for quality, reliability and

C a s e

S t u d y

operational excellence is closely tied to the efficiency of the companys IT solutions and IT
operations.
The clients recent merger created one of the largest Telcos in the world. Aiming to become a
premier, global provider with capabilities to succeed in the new era of communications and
namely:
Managing huge IT estate comprising 18000+ servers at two different locations in US
Large amount of traps and alerts to be processed round the clock
Frequent outages causing revenue loss due to unavailability of critical applications
Different process followed in different organisations that had come under one roof
Committing cost reductions in IT operations
Rationalising support processes using ITIL framework
Tech Mahindra Solution
The client selected Tech Mahindra as a business partner to outsource its IT operations. Tech
Mahindra built an offshore operations centre in Pune and Noida to support clients
infrastructure remotely providing unmatched business continuity. Following are the salient
features of Tech Mahindra solution:
18000+ UNIX, Windows, HPUX, AIX servers monitored 24x7 from two offshore locations
User administration and 1st IT line support
30000+ alerts monitored and processed every month
Reconfigured alerts thresholds depending on utilization trends rather that fixed rules for
all servers
Streamlined support process based on ITIL framework

Tech Mahindra Limited 2008

www.techmahindra.com

Monitoring and Incident Management for large US Telco

Client Speak
"So it has always amazed me how
the ROCC TechM team pulls
together and works so hard to
accomplish whatever is thrown
your way. But I have to tell you,
this week-end you guys BLEW me
away!! As if this wouldn't have
been bad enough, this is such a
busy time of the year and every
day (especially week-ends) are
full with family plans - holiday
parties, putting up Christmas
trees, etc. But around noon or so
on Sunday, we started calling
people to come in to cover STL
during the power up until STL
ROCC team could get up and
running again. Within 60-90
minutes later I had 8 more
people onsite that dropped
everything they were doing to
rush into work. It blew me away!!
All week-end the ROCC team in
STL and SD were working
overtime to help get things
restored. You guys worked
together as a team, everyone
helping where they could and
totally focused on the job at
hand. Tech Mahindra Onshore
was working right there with us
and coordinated the Offshore to
take care of the "normal"
monitoring, allowing us to
concentrate on the restoral.
Really you are guys are amazing all of you. Thank you so much!"
-

Senior Technical
Team Lead,
US Tier 1 Telco

Use of tools like Vantive, Netcool, and HP OVO to facilitate 24x7 monitoring
Flexible resource plan to deal with sudden surge in workload
50% reduction in resource induction and training process duration
Proactive performance monitoring to reduce downtime
Single Point of Contact for all types of incidents, changes, updates, validations,
escalations
Client Benefit
The process implemented and supported by Tech Mahindra has enabled the client to:
30% reduction in overall team size and further reduced the offshore team size by 5% over
span of 1 year
45% reduction in overall IT operation costs, while improving reliability and system
capabilities
20% reduction in total fault volumes
Redefined support processes which were redundant and obsolete
Reduction in unplanned outages by 99.99%
100% SLA compliance and schedule adherence
Completed entire transition and handover in half the proposed time line
Provided extend support to facilitate operations during major service disruptions and
outages

About Tech Mahindra

Tech Mahindra is a global systems integrator and business transformation consulting organization focused on the communications
industry. With the convergence of media and telecom, the changing landscape of the telecom industry is becoming extremely
competitive. As companies rapidly strive to gain a competitive advantage, Tech Mahindra helps them innovate and transform by
leveraging its unique insights, differentiated services and flexible partnering models. This has helped our customers reduce
operating costs and generate new revenue streams.
Tech Mahindra IMS (Infrastructure Management Services Division) also offers following Services:
Server Management Services | Network Management Services | Database Management Services | Desktop Management Services |
Storage Management Services | Information Lifecycle Management | Virtualization and Consolidation Services | Service Desk
For further details please visit: http://www.techmahindra.com/services/IMS.aspx

2008 Tech Mahindra Limited. All Rights Reserved. Reproduction of this publication in any form without
prior written permission is forbidden. The names of actual companies and products mentioned herein may be
the trademarks of their respective owners.

Tech Mahindra Limited 2008

Page 2

www.techmahindra.com