42% reduction in resolution time through streamlined processes and automation.
Client
A leading UK-based retail organization with a multi-billion-pound revenue base. The company operates an extensive digital infrastructure and manages a complex IT environment with hundreds of applications across thousands of network devices.
Challenge
Managing Complexity in a Multi-Vendor Environment
The client faced significant operational challenges in their IT landscape:
- Fragmented vendor management: Difficulty in leveraging enterprise managed cloud services across multiple vendors due to operational silos and coordination complexity.
- High incident volume: Approximately 8,000 monthly tickets across 336 applications and 2,269 network devices.
- Limited visibility: Lack of unified monitoring across application and infrastructure layers.
- Security gaps: Absence of a 24×7 Security Operations Center (SOC) with modern threat detection capabilities.
- Service delivery inefficiencies: Inconsistent support experience across corporate offices, stores, and distribution centers.
- Slow time-to-market: Manual processes were hindering the enterprise IT transformation initiatives.
Solution
Integrated Command Center with End-to-End Custodianship
Hexaware implemented a comprehensive IT managed services model featuring integrated cloud managed services capabilities with:
- 24×7 integrated command center for application and infrastructure monitoring with end-to-end ownership.
- Advanced SOC monitoring services: 24/7 operations with SIEM and advanced threat detection capabilities.
- Hybrid service desk model: UK and India-based teams with specialized pods for stores/distribution centers and corporate functions.
- Automation-driven support: Self-service enablement, reducing manual intervention.
- ServiceNow SIAM platform: Centralized policies, procedures, processes, and training materials.
- Continuous improvement program: Targeted incident reduction across critical applications.
- Specialized network support: Dedicated SD-WAN environment management.
Benefits
Measurable Performance Gains and Operational Excellence
The IT managed services, with a cloud managed services approach, delivered measurable performance gains:
- 42% reduction in resolution time through streamlined processes and automation.
- 23% reduction in alerts via intelligent event correlation and suppression.
- Single managed services provider consolidation replacing multiple service providers, reducing management overhead.
- Enhanced user experience with a hybrid service desk model addressing communication challenges during business hours.
- Improved security posture with continuous SOC monitoring and threat detection.
- Faster time-to-market enabled by automation and self-service capabilities.
Summary
As the primary managed services provider, Hexaware successfully transformed the client’s IT operations from a fragmented multi-vendor model to a unified enterprise managed cloud services delivery system. We delivered a complete enterprise IT transformation solution by implementing an integrated command center with 24/7 monitoring, advanced security capabilities, and intelligent automation. This resulted in significant performance improvements—reducing resolution times by 42% and alerts by 23%—while delivering enhanced security, operational efficiency, and user satisfaction across the organization’s extensive retail network.
End-to-end cloud managed services delivered measurable results for this UK retailer. Want to replicate these results? Get in touch now!
