Customer Overview
The US based customer has 5,000+ Employees and over 4 Bn USD in revenues.
Business Challenges
The customer faced issues with respect to CI Correlation, Incident Auto-routing, Asset / CI Tracking due to lack of discovery mechanism, lack of proactive monitoring of applications and servers, manual Asset repository and a highly customized CMDB with data quality issues.
Birlasoft Solution
Birlasoft defined the Service based CMDB structure, implemented out-of-the-box Discovery, near to out-of-the-box CMDB, defined and configured Auto Routing of tickets based on categorization and CI and defined the processes for CMDB Updating, Audit and Compliance.
The service Mapping implementation for CI Relationships and catalog Items for Asset Lifecycle was done in addition to interfacing with Change Management Process for CMDB update.
Value Delivered
- 85% Reduction in manual efforts in maintaining CMDB & Asset data.
- 76% of Incidents were auto-routed leading to 35% reduction in MTTR.
