Integrated infrastructure and operations management for a large transmission and distribution company

BACKGROUND
Our client is a privately held energy company with a portfolio of competitive and regulated energy subsidiaries. It serves the high growth Texas electricity market, which is one of world's largest and most competitive markets. As a separate entity, it operates the largest distribution & transmission system in Texas. Its main IT challenge was to reduce the high infrastructure and operational expenditures arising out of a lack of standardization and poor integration

CHALLENGES / OBJECTIVES
High operational expenditures for infrastructure and equipment Lack of control over IT Strategy and Architecture Limited integration and multiple service desks Limited opportunities for standardization and integration Limited approach for incremental value creation Required access to greater capacity and scalability including burst capability to meet rising demands Poor or no refresh of assets

SNAPSHOT
Vertical: Energy & Utilities Service Offerings: Service Desk, Desktop Support,
Messaging, Client Application Services, Monitoring & Management of DC Infrastructure, Application Operations, Mainframe Support, Onsite Touch Services, Network & Security Management, Field Services, Telecom Expense Management Services, Cross Functional Services

Tools / Frameworks: PRIMUS Knowledge Base, Bomgar,

Remedy 7.0, My Service Desk, BMC BEM, BMC Performance Manager, HP BAC, BMC Bladelogic, BMC Discovery suite, My Dashboard, HP NNM, HP NAS, Opnet IT Guru Network Planner and NetMapper, Prognosis, Avaya CMS, Net Forensics, Qualys Guard

THE SOLUTION
According to the directive from regulatory bodies [NERC, PCI, SOX and FCC], disentangling the parent from the subsidiary in terms of infrastructure and operations was a necessary requirement to bring about clarity in IT architecture. HCL was involved in the disentangling and managed, maintained and operated the clients and its subsidiarys assets, thereby bringing about clarity in IT strategy and architecture while also providing an integrated IT landscape that could scale up to handle multiple service desks We also provided several services that included - a Service Desk, Desktop Support, Messaging, Client Application Services, Monitoring & Management of DC Infrastructure, Application Operations, Mainframe Support, Onsite Touch Services, Network & Security Management, Field Services, Telecom Expense Management Services and Cross Functional Services Processes were standardized and made consistent on the ITIL V3 platform. We addressed several complexities successfully which included supporting 14000+ end users, resolving 5550+ tickets (voice calls & email), 1000+ GAM tickets, 4150+ Deskside tickets, and 650 IMAC and break fix tickets

RESULTS / BENEFITS
Operational Benefits: Reduced operational expenses due to reduced cost of service delivery Improved service delivery: Improved service levels, access to skills, ramp-up/down Tools: providing improved visibility, better control, improved quality Process standardization on ITIL V3; Consistent and standardized services Mainframe: Improved availability, better controls, reduced maintenance Disaster Recovery: Improved service continuity and scalability Transformational Benefits: Enabling the business with the New Services Launch through Smart Grid Pilot i.e. integrating the IT & Operational Technology network infrastructure, migrating the SCADA network to an IP based network, real time visibility in IT, and Process IT Operations Technology Transformation projects that further reduce OPEX Desktop Virtualization, Managed Print services, Cloud Based Services, and Telecom Expense Management Solutions

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