IT Service Management Ensures No Downtime for HCL

13.11.2009
The 30-year-old HCL Technologies BPO Services is India's original IT garage start-up. But today the company has a large range of offerings, a 60,000-strong workforce and operates from 23 countries.

-- It the deployment of the ITSM, 99 percent of desktop related incidents are resolved within 60 minutes

-- The new system also allows remote access support and all critical devices are monitored in real time.

"We started from scratch and today we have managed to reach 99.99 percent uptime. Every single minute counts in the BPO industry; downtime is an absolute no-no at HCL," says P.V. Ramadas, VP-technology, HCL Technologies BPO Services. "In order to achieve this, back-end processes need to be completely in sync and we need 24x7 monitoring so that we can proactively cater to queries and issues."

Ramadas and his team had already created a platform called eNSURE IT. But to get to the level of day-to-day efficiency the company was aiming for, it became necessary to have a process-oriented approach. Towards that end, Ramadas and his team followed IT Service Management (ITSM) processes. He also says incident management was crucial. "99 percent of desktop related incidents are resolved within 60 minutes and stringent SLAs have been developed to respond to and resolve issues," he says.