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Upgrading managed services

How a large public housing authority in California improved their managed services.

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  • down-whiteClient
  • line-midChallenge
  • line-midSolution
  • line-midImpact
  • line-midConclusion

Client

Public housing authorities in the US often grapple with complex IT infrastructure management challenges. They must support extensive networks across multiple locations, ensure seamless service for a large number of users, and maintain high operational efficiency while transitioning to modern, cost-effective solutions that cater to both on-premises and cloud-based environments. Our client, one of the largest public housing authorities in Los Angeles (California), was facing similar challenges.

Challenge

The client faced significant challenges in managing their extensive IT infrastructure, including 18 databases, 445TB of data, 180+ network devices, 1450+ end-user devices, 100+ critical and standard apps, and more than 800 users spread across 18+ site locations, 45+ physical servers, 150+ virtual servers, and a vast array of network devices, applications, and end-user devices. Their primary objectives were to ensure continuous support for IT operational and transformational goals, outsource all IT services, including on-premises and cloud infrastructure, and support a hybrid work environment across multiple locations for over 800 users.
Their challenges included:
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Extensive IT infrastructure spread across 18+ site locations and multiple servers

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Difficulty supporting 800 users supported across these locations.

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Lack of continuing support of IT operational and transformational objectives.

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Lack of IT outsourcing of on-premises and cloud infrastructure.

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Lack of a hybrid environment to support onsite and telework.

Solution

To address these challenges, Bahwan CyberTek devised a strategic solution for the client, centered around a fit-for-purpose framework that included a management center, command center, and development center. This multi-faceted approach was designed to provide comprehensive IT services across various functions. The solution ensured a seamless service design and transition, enhanced the service desk with unified endpoint management, and provided backup services vital for the client's extensive hybrid environment. Application and enterprise compute management were fortified with comprehensive maintenance and robust operations. Network management was secured with vigilant monitoring, VPN, and advanced information security measures. The implementation featured a unified tracking tool for continuous progress monitoring, a smooth transition via the Epiance Solution, and an upgrade to Solarwinds for IT service management. Additionally, Bahwan CyberTek integrated cutting-edge tools like SmarterD for asset management, DropThought for feedback, and automated process discovery, complemented by network and system enhancements for VDI and VPN.
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A ‘fit for framework’ solution including a management, command and development center

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Cross functional IT services with comprehensive planning for design and transition

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Service desk for end user and distributed computing

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Application management for maintenance and enhancement services

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Operations and admin backup/recovery services and platform administration

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Data network management and information security

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Implementation of Epiance, Solarwinds, SmarterD, and Dropthought.

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Introduction of automated process discovery, network changes and VDI/VPN upgrades

Impact

The implementation of Bahwan CyberTek's solution had a transformative impact on the client's operational efficiency and service delivery. The operational costs were significantly reduced, achieving an 8.5% decrease year-over-year and a projected long-term reduction of 15-20% over five years. The introduction of Solarwinds as the ITSM tool led to a 70% reduction in ticket volumes, demonstrating the effectiveness of the new system in problem resolution. Furthermore, the service desk's first-call resolution rate soared to 89%, surpassing the industry standard by a considerable margin. The reduction in aging tickets to less than 2% is a testament to the improved efficiency and responsiveness. These enhancements have not only streamlined the client's IT operations but also fortified their commitment to providing exceptional service to their users, ultimately contributing to a more robust and reliable IT infrastructure.
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Overall improved operational efficiency

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Reduce YoY operational cost by 8.5% per year

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15-20% operational cost reduction over 5 years

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Continuous resolution resulted in 70% reduction in tickets with Solarwinds

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Improved feedback loop with Dropthought

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Improved EDR for Security tracking with Sentinel One

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Tickets reduction from 2000 tickets per month to 1,500 tickets

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Self-help resolution through SIEM and monitoring tools

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About 93% SLAs met every month

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First call resolution of 89% achieved against industry standard of 70%

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Aging tickets reduced to below 2%

Conclusion

This strategic technology partnership helped transform the client’s IT operations. Bahwan CyberTek’s comprehensive framework not only streamlined services but also led to a significant reduction in annual operational costs. Bahwan CyberTek’s ITSM tools and asset management systems ensured high SLA compliance. With Bahwan CyberTek's commitment to delivering results, the client was able to achieve substantial operational efficiencies and cost savings.

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+91 44 43449000,
+91 44 61739000

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global@bahwancybertek.com

Bahwan CyberTek is a global technology transformation partner, driving innovation and equipping companies for the future.

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