Case Study -
Unified Threat Management
& Helpdesk Services

Unified Threat Management & Helpdesk Services for a Global Consumer Electronics Brand

Customer Background

The client is a large global manufacturer of Consumer Electronics and Electronic Appliances. The client wished to outsource the monitoring and management of their Huawei UTM devices across 21 cities in India on a 24×7 basis.

Challenges

  • Each network is different, and getting the right combination of settings can be confounding
  • Hiring and retaining advanced talent for managing the UTM device base; With increased cost and reduced availability of talent, meeting business requirements was a big challenge

Solution

  • Use of InKnowTech’s shared services providing remote monitoring and management of the UTM devices
  • Implementation of ITIL based processes for standardized operations
  • Reporting on Health of UTM devices and analysis of operational data
  • Maintain Logs and Backup Management

Deliverables

UTM Devices Deployment

  • InKnowTech NOC engineer would log in remotely into the UTM devices and configure it as per the configuration details shared by the client

UTM Devices Monitoring and Management

  • Incident, Change and Configuration Management, change request management for devices
  • Provide device up/down status, bandwidth utilization and generate reports
  • Maintain logs and record of the major incidents, changes in configurations of the UTM device with reasons
  • Troubleshoot, debug and restore failed services of UTM device as soon as possible to minimize impact to the business

Service Desk

InKnowDesk Global Service Desk tool will be positioned and use cloud-based access to open incidents and service requests.

  • Analyze the Call logging, classify the severity level and generate the trouble ticket
  • Escalate the call, to the concerned manager, Service Provider, if necessary
  • Coordinate with the client NOC Team for ticket closure

Business Impact

  • Shared centrally managed monitoring and management services helped to achieve SLAs expectations for 98% and provide uniform service levels across all locations
  • Analyze root cause issues and to remove the problems that cause recurring incidents and implementing proactive monitoring and ITIL based process

Case Studies