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8/4/2019 Integrated Infrastructure and Operations Management for
a Large Transmission and Distribution Company
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8/4/2019 Integrated Infrastructure and Operations Management for
a Large Transmission and Distribution Company
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8/4/2019 Integrated Infrastructure and Operations Management for
a Large Transmission and Distribution Company
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8/4/2019 Integrated Infrastructure and Operations Management for
a Large Transmission and Distribution Company
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Our client is a privately held energy company with a portfolio
ofcompetitive and regulated energy subsidiaries. It serves the high
growthTexas electricity market, which is one of world's largest and
mostcompetitive markets. As a separate entity, it operates the
largestdistribution & transmission system in Texas.
Its main IT challenge was to reduce the high infrastructure
and
operational expenditures arising out of a lack of
standardization andpoor integration
BACKGROUND
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
CHALLENGES / OBJECTIVES 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 ExpenseManagement Services, Cross Functional Services
Tools / Frameworks: PRIMUS Knowledge Base, Bomgar,Remedy 7.0, My
Service Desk, BMC BEM, BMC PerformanceManager, HP BAC, BMC
Bladelogic, BMC Discovery suite, MyDashboard, HP NNM, HP NAS, Opnet
IT Guru NetworkPlanner and NetMapper, Prognosis, Avaya CMS, Net
Forensics, Qualys Guard
Integrated infrastructure and operationsmanagement for a large
transmissionand distribution company
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8/4/2019 Integrated Infrastructure and Operations Management for
a Large Transmission and Distribution Company
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According to the directive from regulatory bodies [NERC, PCI,
SOX and FCC], disentangling the parent fromthe subsidiary in terms
of infrastructure and operations was a necessary requirement to
bring about clarity in ITarchitecture. 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 anintegrated IT
landscape that could scale up to handle multiple service desks
We also provided several services that included - a Service
Desk, Desktop Support, Messaging, ClientApplication Services,
Monitoring & Management of DC Infrastructure, Application
Operations, MainframeSupport, Onsite Touch Services, Network &
Security Management, Field Services, Telecom ExpenseManagement
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
THE SOLUTION
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
Technologynetwork infrastructure, migrating the SCADA network to
an IP based network, real time visibility in IT, and Process
ITOperations
Technology Transformation projects that further reduce OPEX
Desktop Virtualization, Managed Print services, Cloud
BasedServices, and Telecom Expense Management Solutions
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8/4/2019 Integrated Infrastructure and Operations Management for
a Large Transmission and Distribution Company
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Hello, Im from HCL! We work behind the scenes, helping our
customers to shift paradigms and start revolutions. We use digital
engineering tobuild superhuman capabilities. We make sure that the
rate of progress far exceeds the price. And right now, 80,000 of us
bright sparks are busydeveloping solutions for 500 customers in 31
countries across the world.
How can I help you?
www.hcltech.com
