Automation Initiatives Helped Reduce Resolution Time by 60% for a Multi-national Aerospace Business Group

SITUATIONThe client used SharePoint as main platform within the organization to provide admin support for maintaining sites on SP server. It was labor intensive and included activities like site deletion, access permission and email notification

IMPACTThe manual effort and redundant processes were impacting productivity. The company wanted to reduce the manual effort and redundant processes

RESOLUTIONITC Infotech helped the client enhance its SharePoint platform support by using automation and scripting. They established an SLA based 20/8 Offshore Support Model with effective governance mechanism to provide L-2 support along with monitoring and maintenance of the Intranet, Internet and Extranet environment

The CustomerThe client is a multinational company and is involved in manufacturing many commercial and consumer products and provides engineering services and aerospace systems. Client business has four strategic business groups: Aerospace, Home and Building Technologies, Safety and Productivity Solutions, and Performance Materials and Technologies.

The NeedThe client used SharePoint extensively as a prominent platform within the organization to provide admin support for maintaining sites on an SP server. The process was labor intensive and involved activities like site deletion, change site owner, increase site quota, change site URL, create site, access permission. The client wanted to reduce the manual effort and redundant processes. They also wanted to focus on some areas that were impacting productivity. Though a general survey revealed that customer satisfaction was high, the client still wanted to find a solution to some major challenges in managing the platform that all internal employees across regions were facing. These related to:

! End-to-end ownership of all the technical issues/queries on SharePoint

! Providing support services for four regions (Asia-Pacific, Latin-America, North-America, Europe), and 19,928 sites

! Monitoring and maintaining Intranet, Internet and Extranet environment

! Monitoring servers and fixing issues as part of the monthly and quarterly maintenance activity

! Deletion of bulk sites, with the process for deleting a single site involving several steps

! Fetching bulk site owner/permissions details during migration of over 10,000 sites

The SolutionITC Infotech was selected to provide the solution given its rich experience in content, collaboration and application maintenance and support domain, awareness of customer pain points and flexible resourcing for IT support with cost efficiency. The client lacked expertise in handling the unstable SharePoint environment and hence outsourced the support services. ITC Infotech helped the client enhance their SharePoint platform support by automation and scripting.

As part of the solution, ITC Infotech established an SLA based 20/8 Offshore Support Model with an effective governance mechanism and provided the support services for four regions and 19928 sites. A stable offshore team was set up for the project based out of India, which provided L-2 support along with monitoring and maintenance of the Intranet, Internet and Extranet environment. As part of monthly and quarterly maintenance activity, the team diligently supervised the servers and fixed the concerned issues.

ITC Infotech’s team also performed a detailed study of the processes and issues and provided recommendation of automation and scripting to resolve it. They also implemented Kaizen as a tool for continuous improvement. The other activities that the ITC Infotech team performed as part of the solution included:

! Automated deletion process for SharePoint sites using

PowerShell. Automated email using Nintex workflow for request closure

! Automated space increase for the site using Nintex workflow

! Automated Extranet environment site creation through PowerShell

! Automated daily activities related to user permissions across site collection using PowerShell scripts

! Developed multiple Nintex workflows to fulfill the business requirements and to remove the road blocks

Business Benefits The solution resulted in performance and efficiency optimization. It provided the following benefits to the client:

! Released incident handling bandwidth by 2.5 times―the existing teams that were earlier handling around 400 tickets were now able to handle about 1000 tickets while maintaining 100% adherence to SLA

! 60% reduction in resolution time

! Reduced manual effort for SharePoint maintenance.

For more information, please write to:

contact.us@itcinfotech.com | www.itcinfotech.com

ITC Infotech’s Application Development & Maintenance Practice

We are specialized in building custom solutions that would cater to our customer’s specific business processes, delivering futuristic and scalable solutions. We work closely with our customers and build custom solutions that provide strategic benefits with improved time to market and increased flexibility.

Our focus on the 5Ds - Domain, Design, Data, Digital& Differentiated delivery puts us in a strong position to deliver the best value for our customer on outsourcing and offshoring initiatives. We have enabled Fortune 100 companies to gain business value from the software lifecycle process. Our decades of experience have helped us build unique capabilities and assets such as domain led solutions, offshoring assessment framework, accelerators and tool kits like building blocks for application development (BRICKS ©), re-usable components and automation tools across the Software Development Lifecycle (SDLC).We are a global full scale service provider with distributed delivery model capability. Our experience in successfully setting up and managing such large delivery centers for our Fortune 500 clients for many years now helps us ensure on-going sustainable business value for all parties.

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