Managed Service & ITSM-India’s Largest Insurance Broker: The Client Is The ONLY Independent, All-India Insurance Broker With Placement Capabilities Across All Lines Of Commercial Insurance In India And In Over 100 Countries. Being Specialists In Different Areas Of Corporate Insurance, They Are A PAN India Company.

  • Business Challenges
  • Skillmine Solutions
  • Result

Business Challenges

  • Frequent escalations regarding IT issues leading to poor user experience.
  • Primitive IT Setup with NO Tools and Processes for managing the estate.
  • The IT Delivery framework had NO SLA Assurance and Industry Standard Processes.
  • Basics around Asset Management, Patching cycles etc. were missing.
  • Poorly designed Network Infrastructure within the organization.
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Skillmine Solutions

  • Level 1-2-3 Support for entire IT Infrastructure.
  • Standardized IT Infrastructure Support mechanisms.
  • Creation of base ITSM Processes which based on ITIL v3.
  • Implemented OP Manager for proactive monitoring of infrastructure, capacity planning & performance management.
  • Manage engine Service Desk Plus tool for Incident, Problem ,Change and Vendor Management.
  • Major Incident and Service Recovery Management .
  • Manage engine Desktop Central tool to Identify Security Patches & OS Patches for Server’s & Platforms
  • ADSelfService Plus tool to AD account unlock & windows password reset.
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Result

  • More than 80% of system alerts fixed and closed as a part of first call resolution.
  • Incident resolutions within SLA with industry standard aging norms. “All Hands on Deck” for Sev 1.
  • Ageing of Problem Management is now less than 30 days (All RCA identified & Permanent Fixes executed).
  • Metrics in place to show reduction in Mean-Time-To-Fix and Mean-Time-Between-Failures.
  • Standardized management and execution of Problem & Change Management.
  • Provided Automation and Self-Heal techniques by Coordinate efforts for Integration of Tools.
  • Planning, Standardization & Execution of Maintenance cycles – Skillmine Blue Books and delivered Optimization, Better refresh cycles etc. to ensure Continuous Improvement Plans.
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