Prominent Managed Service Provider Replaces Leading ITSM Solution with HCL SX
What we achieved
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40%
faster customer onboarding
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50%
savings on cost of operations
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35%
reduced MTTR
To who
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Industry IT Services
-
Products: HCL SX
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Region Global
Overview
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Part 1
Challenge
The key challenges included handling multiple tenants with multi-dimensional service management needs, inability to reduce the cost of ownership, inconsistent user experience, overwhelming tool functionalities that were excessive for limited core service management usage, eBonding related to ticket creation and handling, and integration with the Configuration Management Database (CMDB).
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Part 2
Solution
During the implementation, SX addressed these challenges by enhancing configurability of company-level policies without needing specialized developers, enabling rapid service delivery through integration, providing true multi-tenancy with data and configuration segregation at multiple levels, and simplifying the onboarding of customer companies.
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Part 3
Results
Faster customer onboarding, significant operational cost reduction and reduced Mean Time to Resolution (MTTR).
The Challenge
The client encountered numerous obstacles in delivering IT services to its diverse clientele, stemming from the unique service management requirements of each customer. Maintaining a uniform user experience while managing costs posed a significant challenge for the managed service provider.
Another significant hurdle in delivering customer support through managed services involved establishing integration with the existing suite of tools that served as interfaces for end users. Clients expected seamless connectivity and bidirectional integration for tasks such as ticket creation, posing considerable challenges in meeting these expectations.
The effective segregation of data amongst tenants also remained a challenge for the managed service provider while delivering support to its multiple clients.
The Solution
The client opted for HCL SX to address and overcome all the challenges related to support for its customers within its managed services model. HCL SX, an innovative product, is meticulously designed to cater to the requirements of both direct customers and managed service providers.
It offers data segregation at the onset with flexible configuration, thereby meeting the diverse needs of MSPs across different client scenarios.
HCL SX ensures seamless integration with the client’s existing toolset, whether for ticket creation or updating configuration management databases in leading service management tools.
By leveraging its features, HCL SX effortlessly resolves all client challenges, leading to faster customer onboarding, significant operational cost reduction and reduced Mean Time to Resolution (MTTR).
The Results
The implementation of the customer service delivery model utilizing HCL SX resulted in numerous impactful benefits for the customer. Some of the key benefits that were achieved via this implementation are as below:
- Increased operational efficiency with significant reduction in cost of ownership
- End-to-end service and fulfillment orchestration capabilities
- Seamless Integration w.r.t ticket creation and status via bi-directional communication
- True multi-tenancy, faster onboarding, deployment and fulfillment
- Update to CMDB via integration to keep it accurate and up-to-date
About the company
The client is a prominent managed service provider, delivering managed IT services to 100+ customers. Their offerings encompass service management, cloud management and infrastructure management as a service.
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