Production is going on.
A unified operating model for enterprise scale transition automation and continuous improvement
BCT transitioned and operated a distributed IT environment supporting approximately 10,000 users, while introducing AI, automation and governance across the services landscape.
Client
Challenge
The operator needed to outsource and transform a complex IT services environment covering networks, telecommunications, data and analytics, service desk, end user computing, application services, project management, business analysis and quality assurance. The environment included on site and interior locations, making continuity during transition critical.
BCT had to establish a new operating model, transfer knowledge from the incumbent environment and mobilise a multidisciplinary workforce while maintaining compliance, performance and service continuity. The engagement also called for AI led transformation and automation that could improve day to day operations without disrupting support.
BCT had to establish a new operating model, transfer knowledge from the incumbent environment and mobilise a multidisciplinary workforce while maintaining compliance, performance and service continuity. The engagement also called for AI led transformation and automation that could improve day to day operations without disrupting support.
Solution
BCT designed and operationalised an integrated managed services model across the customer’s technology environment. The model unified service desk, end user computing, application management, wired and wireless networks, telecommunications, data and analytics, project management, business analysis and QA under a common governance framework.
BCT established a 325 plus member team within two months to support a seamless transition and takeover. Structured service transition, governance and performance management created a controlled operating foundation, while management and development centres supported cross functional delivery.
AI and automation were embedded into daily operations. F3AI and Quantum AI were implemented for ticket quality assessment and testing, while AI tools automated selected end user computing issue resolution. BCT also enhanced IT service management tracking and streamlined SOPs, KPIs and ways of working to improve visibility and delivery efficiency.
The engagement included application maintenance and enhancements, end to end telecom governance, unified endpoint management, endpoint backup and restore, and support for surveillance systems such as CCTV, access control, intrusion detection and public address systems.
BCT established a 325 plus member team within two months to support a seamless transition and takeover. Structured service transition, governance and performance management created a controlled operating foundation, while management and development centres supported cross functional delivery.
AI and automation were embedded into daily operations. F3AI and Quantum AI were implemented for ticket quality assessment and testing, while AI tools automated selected end user computing issue resolution. BCT also enhanced IT service management tracking and streamlined SOPs, KPIs and ways of working to improve visibility and delivery efficiency.
The engagement included application maintenance and enhancements, end to end telecom governance, unified endpoint management, endpoint backup and restore, and support for surveillance systems such as CCTV, access control, intrusion detection and public address systems.
Impact
BCT mobilised more than 325 resources in two months and supported an estate of more than 600 applications, 15,000 end user devices and 10,000 telecom devices. The transition maintained service continuity while establishing a scalable support model across eight or more locations.
The managed services operation achieved more than 99.4% SLA compliance. Projects and enhancements were delivered within committed timelines, and enhanced ITSM tracking gave the customer better visibility into tickets and progress from planning through execution.
AI enabled ticket assessment, testing and end user computing automation introduced intelligence into routine operations. Standardised processes, governance and performance management improved delivery efficiency, while one year of lost time injury free execution and recognition as the customer’s best operational project reflected strong operational and safety governance.
The managed services operation achieved more than 99.4% SLA compliance. Projects and enhancements were delivered within committed timelines, and enhanced ITSM tracking gave the customer better visibility into tickets and progress from planning through execution.
AI enabled ticket assessment, testing and end user computing automation introduced intelligence into routine operations. Standardised processes, governance and performance management improved delivery efficiency, while one year of lost time injury free execution and recognition as the customer’s best operational project reflected strong operational and safety governance.
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Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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