Client
The client is a leading in-flight catering, on-board retail, and logistics company in the UK, serving some of the country’s biggest airline operators.
Challenge
The client, a giant in the aviation industry, was juggling multiple IT service providers and outdated infrastructure. This resulted in:
- Fragmented Support: Disparate service desks and contact points for various IT needs.
- Inefficient Processes: Manual processes and lack of centralized ITSM hindered service delivery.
- Outdated Network: Legacy WAN architecture limited scalability and flexibility.
- Device Incompatibility: Inconsistent device versions hampered security and user experience.
- Security Gaps: The absence of SIEM and inefficient event monitoring exposed vulnerabilities.
- Version Disparity: Managing multiple OS and database versions increased complexity.
- Limited Disaster Recovery: No robust strategy for business continuity in case of outages.
Solution
Hexaware architected a comprehensive solution to address these challenges:
- Unified Service Desk: Established a 12×7 single point of contact for all IT needs, streamlining communication and resolution.
- Centralized Infrastructure Management: Provided 24×7 support for systems, storage, databases, and middleware, ensuring optimal performance.
- Advanced Security: Implemented SIEM and a 24×7 Security Operations Center (SOC) compliant with specific requirements for proactive threat detection and response.
- ITSM Transformation: Migrated from legacy ITSM to ServiceNow, enhancing service request management and automation.
- Modernized End-User Computing: Refreshed user devices and facilitated Windows 10 migration for improved user experience.
- Self-Service Solutions: Deployed our in-house one-stop portal for IT solutions and tool for password and account management, reducing helpdesk burden.
- SD-WAN Implementation: Transformed the network infrastructure from WAN to SD-WAN for superior flexibility, scalability, and cost-effectiveness across all locations.
- Cloud-Based Disaster Recovery: Implemented a robust disaster recovery strategy on Microsoft Azure to ensure business continuity during outages.
Benefits
The client experienced significant improvements due to Hexaware’s integrated approach:
- Cost Optimization: By rationalizing tools, implementing a unified security platform, and reducing support needs, we achieved a TCO reduction of over 30%.
- Enhanced Visibility: Gained a unified dashboard for monitoring all technology elements through the Hexaware Tensai® Platform.
- Improved Efficiency: Reduced call volume by 15% with our in-house one-stop portal for IT solutions and our password and account management self-service solutions.
- Stronger Security: Through automated event correlation, we reduced security alerts by 22% and false positives by 40%.
- Increased Business Continuity: Developed a reliable disaster recovery strategy for minimal downtime during disruptions.
21+ Locations enabled by SD-WAN
3,500+ Users
1,000+ Tickets/month
Summary
Hexaware’s comprehensive IT infrastructure transformation solutions empowered the UK’s leading in-flight services provider to achieve significant cost savings, improved operational efficiency, and enhanced security. By implementing a centralized service desk, advanced security solutions, a modern IT service management platform, and a robust disaster recovery strategy, Hexaware ensured that the client remained competitive and well-positioned for future growth.
