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Case Study

TCS helps US based medical devices manufacturer

 

TCS helped a leading US based developer, manufacturer and marketer of medical devices  achieve 21% higher SLA compliance by offering effective remote IT infrastructure support

About the Client
TCS' client is a leading medical product manufacturer, specializing in minimally invasive devices. The company has been at the forefront of medical innovations, with a portfolio of more than 10,000 products and over 15000 patents issued worldwide. It has more than 15 manufacturing facilities and a workforce comprising over 20000 employees.

Business Challenge
The organization  was unable to optimize costs due to its existing disparate IT infrastructure, comprising over 28000 computers, 3000 Windows and 1000 Unix servers, 1200 SharePoint sites, 2500 TB of storage, 40000 backup jobs, 700 Oracle and 3200 SQL databases, 900 network switches, and 180 routers.

Additionally, in the absence of SLA based support, the resolution time for IT incidents, which often exceeded 15000 per month, was higher than the industry standards. The firm's existing service provider's person dependent operations, cost prohibitive offerings, and absence of service level commitments made it challenging to provide expected services to end users.

TCS’ Solution
To address the firm's needs, TCS recommended remote infrastructure management services that delivered enterprise wide support to all fifteen towers on the network from a single location.

Dedicated Service Delivery Managers (SDMs) were employed as the single point of contact to handle key responsibilities and proactively address issues—consequently, reducing the number of people engaged for a task, and the corresponding delay involved at multiple stages. TCS successfully executed the service transition over six months.

TCS's ITIL certified associates enabled the manufacturer to adopt an effective incident, problem, and change management approach through proven inter-process communication (IPC) procedures.

Results
With the implementation of TCS' solution, the company observed immediate improvement in on-time delivery. The company benefitted from TCS' knowledge assets and dedicated Centers of Excellence (CoE) that helped deliver transformational data center infrastructure production and support services.

With TCS' support, the firm was able to arrest backup failure issues, as well as improve SLA response time by over 20%.

Client quote
“I really appreciate the work TCS team does for us. They are always very responsive. I am very pleased with the result and think we have a really solid team.” - Director, Information Systems and End-User Computing Services