HCL Firms- up Productivity of a Leading Pharmaceutical Company with Global Helpdesk Services.

1. HCL Firms-up Productivity of a Leading Pharmaceutical Company
With Global Helpdesk Services
Client Brief
Manufacturing - Healthcare
The client, headquartered in India is a global pharmaceutical company
with a key focus on the development and manufacture of IP-led niche
products.
The client is amongst the world's largest manufacturers of soft gelatin
capsules and is well positioned to meet the demands of the global
pharmaceutical industry. They have 14 manufacturing facilities and
haveapresenceinmorethan75countriesacrosstheworld.

2. ClientRequirements
The client wanted to improve its existing IT
landscape and build a next generation IT
platform equipped to offer unified service
capability across multiple channels. Lack of
centralized monitoring system and
standardized IT support processes added to
the difficulty in predicting and controlling IT
operational costs. The client needed an IT
partner who could provide expertise in not
only managing their existing IT landscape
with optimally priced IT service, but also
help them scale up their IT services with the
growing business through Mergers and
Acquisitions.
SolutionsOffered
When the client raised a request for the
proposal, HCL offered to provideend-to-end
managed services and transform its cost
structure through resource re-badging and
some legacy transformation. HCL was
shortlisted by the client to ensure that its IT
policies and processes are replicated in the
four new companies they have acquired in
thelastsixmonths.
The aim was to streamline IT operations in
each of the acquired companies since each
of them had traditionally used their own
applications and IT Infrastructure. HCL
evaluated the client's complete IT
infrastructure and recommended the
following portfolio of solutions after an in-
depthstudy:
Ÿ Global Help Desk Services: With deep
domain knowledge of Helpdesk Support
and its vast pool of qualified IT
professionals, HCL quickly established
processes and procedures involving
incident detection and recording,
classification of incidents based on
criticality, incident resolution and
closure,andescalationprocedures
Ÿ Exchange Client Support: To ensure
that end users are not affected by any
email related issue, HCL offered the
followingservices:
o Emailclientconfiguration
o Email client re-installation for any
problems
o Guidance to users for email client
issues
o Spamfilteringthroughexistingtools
o MailScheduling/Routing
o Vendor management for ISP or email
serverproblems
Ÿ Vendor Management to ensure
vendors SLAs are met for the service
delivery. This included Vendor co-
ordination, escalations, customer
escalation on vendor performance
deviations, consumablesmanagement
andvendorperformanceanalysis
Ÿ Asset and Inventory Management
Services: This included complete
ownership and maintenance of assets
such as software licenses, updation of
assets records, and avoidance of
licenseviolation
Ÿ Anti Virus, Patch Management and
System Center Configuration Manager
(SCCM) Support: This included
Microsoft SCCM Desktop management

3. agent installation in each desktop,
checking updates and desktop patches
daily, creating incidents in the service
desk for any AV/Patch update problems,
verification patch and AV availability at
desktops.
Ÿ Break fix services and warranty Support:
HCL offered these services to address
additional requirements of managing
the client's IT infrastructure. Details of
theservicesofferedare:
o Install, Move, Add and Change
(IMAC)functionsforenduserdevices
andperipheralssupport
o Test and evaluate end-user devices
like new desktops, software releases,
preventive maintenance, and
patchesupdatesetc
o Test system installations and
configuration to verify hardware and
software functionality and network
connectivity
o On-site facility management for
Laptops/Blackberry/PDA of senior
executives
o Picture Archiving and Comm-
unication System (PACS) desk side
software support based on the
BusinessBenefits
Ÿ
Ÿ
Ÿ
Ÿ
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Significant cost savings and
improvementofservicequalityasthere
were big reductions in desktop
managementtime
Freeing of client's IT resources and
management bandwidth, to focus on
corebusinessactivities
Flexibility in utilizing IT assets as per
requirement
Tightercomputerandnetworksecurity
Exchange of best practices, and deep
mutual confidence, resulting in
creation of a highly competent and
optimizedworkforce

4. About HCL Infosystems
HCLInfosystemsLtd.withrevenue(LTM)ofUS$2.0billion(Rs10,401crores)isIndia'sPremierTechnologyCompanyandoffers
a wide spectrum of IT Services and Products ranging from Cloud to Learning Solutions. As a complete IT solutions provider the
company offers comprehensive offerings in Enterprise Application Services, IT Infrastructure Managed Services, System
Integration, Office Automation Products and Services, Distribution and Support Services. The company operates in both the
Consumer and the Enterprise space – offering the latest mobility products and operating in verticals like BFSI, Telecom, and
Healthcarerespectively.
HCL Care, the support and service division of the company has one of the largest and most extensive service networks across
the country and provides end to end support services for various IT, Telecom and Consumer Electronics products.HCL
Infosystems has one of the largest distribution network of digital lifestyle global brands and an unparalleled robust service
network in the country including Tier 2 and 3 cities. Digilife Distribution and Marketing Services (DDMS), a 100% subsidiary of
HCL Infosystems focuses on multi brand distribution and offers value added distribution for its partners including strategic
consulting services, last mile connect and support in marketing and promotions. HCL Learning a division of the company
covers the entire spectrum of education and training requirements across schools, colleges, individuals and enterprises and
offers rich learning solutions across these segments. HCL Infosystems MEA (Middle East and Africa), a fully owned subsidiary
of HCL Infosystems is part of the emerging markets outreach of the company and focuses on expanding the business in the
Middle East and African geographies and provides comprehensive IT solutions to customers across verticals in the region. The
company also has robust operations in Singapore with its subsidiary HCL Insys Pte. Ltd. gaining traction in the region with its
EnterprisesolutionsincludingastrongofferinginInfrastructureManagedServices.
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