managed services using epsilon

Epsilon in Managed Services

Epsilon adds value to the Managed Services Delivery arm by orchestrating and automating repetitive and crucial services. Epsilon is essential for delivering Managed Services with zero errors, reduced costs and assured SLA adherence.

With Epsilon, you are able to

• Eliminate manual errors • Demonstrate provable 100% process compliance • Achieve assured FTE Savings • Demonstrate provable 100% security compliance

Customer Use Case: Case title

2 Idea Device Technologies Pvt. Ltd.

[email protected] | India – 1 800 200 5393 | US – 1 800 200 5393 | Singapore – +65 9857 4993

THE EPSILON ADVANTAGE

Among the entire spectrum of activities for which operational costs are involved, Epsilon is able to automate for you a wide range of them.

CASE STUDY

BACKGROUND

A Fortune-‐500 MNC focuses on providing reliable, consistent, and cost-‐efficient solutions to their diverse client base, ranging from private banks in India to top Insurance companies and even large-‐scale manufacturers. This MNC maintains a large workforce for responding to client requests. The MNC receives a large number of requests every day from each of these clients. These requests include server hardening, network management, database management, mail server management, and reports. Several L1 and L2 support staff were trained and monitored for manually executing all of these tasks. The manual nature of this process resulted in problems including:

● High Operational Costs of people ● Increased risk of human error ● Time consuming, monotonous, and repetitive tasks ● Frequent deviations from the SLA




Organization/sector A leading Fortune-‐500 MNC delivering services outsourced from large enterprise customers varying from Insurance agencies to Private banks and Manufacturers.

Problem statement The implementation of these services involves multiple teams running a large number of manual processes. The manual nature of these processes presents significant risk and huge operational costs to the MNC.

Solution Automate the processes, including the orchestration between teams, using Epsilon workflows.

Benefits • 40 FTE redeployed in 6 months in a single datacenter • 200 processes already automated in 6 months • 1500 nodes automated in 6 months

SOLUTIONS

Compliance Automation Large Insurance companies have several petabytes of data stored in the SI’s data center. Epsilon helps automate the server hardening process for each of the clients. Security policies are applied across data center hardware and monitored regularly to maintain a stringent compliance need. Reports about the services automated through Epsilon are generated at the end of every working day and dispatched to the stakeholders.

After Epsilon: ● A stringent compliance matrix is maintained, despite the growing numbers of infrastructure. ● Manual intervention is reduced by 85-‐90%, therefore reducing human error significantly. ● Chances of data corruption are minimal. ● There are almost no deviations from the SLA. ● Detailed reports are dispatched to stakeholders without manual intervention. ● The MNC has reduced manpower for these jobs.

Database management Requests for database management are frequently raised in teams that manage the Insurance and Banking services arm. With Epsilon, there are workflows that can automate user lifecycle management. These include onboarding, off boarding, and maintenance of role-‐based access controls. To comply with business continuance strategies the MNC has to frequently backup and restore their large database systems. This too, has been automated in Epsilon.




After Epsilon:

• Time for backup and restore of databases has reduced drastically. • Complete audit trail is maintained for senior management. • The MNC reduced a considerable number in manpower. • There is zero chance for human error. • Very little time is spent on training new personnel, as minimal database knowhow is sufficient

for executing workflows.

Network management

Epsilon is used to perform health checks on network devices. The health checks start from network devices and diverge to every access point connected from the specified network device. Epsilon is used to calculate system up time and lags for end-‐of-‐day reports. Epsilon maintains a hardware ‘agnostic’ platform for monitoring and managing configuration across the entire network infrastructure. After Epsilon:

• High-‐availability within the network layer is ensured, as health checks are performed on a regular basis. These are followed by remedial workflows and reports.

• The MNC achieved transparency, as detailed reports informing the client of their service time and lags are sent out regularly.

• A reduction in manpower for network management has allowed the MNC a greater operational margin.

Mail server management

A client has outsourced the management of their Exchange Server to the MNC. The MNC internally uses Epsilon to migrate and resize mailboxes, both relatively time consuming tasks. Epsilon also handles other aspects of mailbox management for the clients. Reports are an integral part of this solution. After Epsilon:

• Mailbox issues are addressed by Epsilon through their in-‐house ticketing system. • The MNC was able to reduce manpower that focused on mailbox operations. • Response time for mailbox management issues is lowered by a great extent. • Manual intervention is reduced by 85-‐90%. Hence room for human error is reduced significantly




BENEFITS

With Epsilon deployed in their IT, the MNC enjoys the following benefits:

● Time Savings: Epsilon helps save several man-‐hours by automating repetitive but crucial tasks.

● Cost Savings: The MNC now enjoys a higher operational margin, thanks to much leaner teams, by addressing clients through Epsilon.

● Ensured Service Availability: Epsilon has reduced turnaround time and increased the capacity of serviced requests. It processes requests any time of the day, thus ensuring 24*7availability.

● Eliminated manual error: Automation through Epsilon has helped the bank erase the chances of manual error, as there is no manual intervention in any of these activities.

● Ensured Process Compliance: All the steps in any of the tasks adhere to the compliance requirements of ITIL, thus making these tasks more process oriented. Necessary approvals of management are an integral part of their Epsilon solutions.

● Ability to meet and exceed SLA: With Epsilon, the MNC can now process all requests within the SLA time. In fact, with Epsilon they have been able to adhere a more aggressive SLA.

● Security Compliance: Passwords are now automatically generated by Epsilon, thus ensuring compliance with security requirements

managed services using epsilon

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