The document outlines a partnership between a leading adhesive firm in India and HCL Infosystems for IT infrastructure management services aimed at enhancing operational efficiencies as the company expands globally. HCL offered comprehensive IT solutions including hybrid support, asset management, desktop management, and network management to improve service availability and support across multiple locations. HCL Infosystems is a prominent technology provider in India, specializing in a wide range of IT services and products.

1. Manufacturing
Strengthening Operational Efficiencies of a
Top Adhesive Firm with IT Infrastructure Management Services
Client Brief
The client is a pioneer in consumer and specialties chemicals in India.
Their product range includes adhesives, resins, sealants, paint
chemicals, art materials and organic pigments. Over two-third of the
company sales is from the products and segments it has pioneered in
India. The client is increasing its international footprints through
acquisitions and setting up manufacturing facilities and sales offices at
important locations around the world.

2. Client Requirements and processes. Details of the solutions
offered are as follows-
The client wanted to scale up their existing IT
infrastructure and make a distinct move Ÿ Hybrid Support - Centralized IT support
towards being a futuristic company that team comprising onsite resident and
could adapt to and meet the growth and cluster engineers covering factory
expansion related challenges. This locations and branch offices. The
prompted the client to look for an IT partner balance locations spread across the
w h o c o u l d f u l f i l l t h e i r fo l l o w i n g country are supported by on-call
requirements- service
Ÿ Asset Management & IMAC Services Ÿ Desktop Management - High quality
end-to-end support for applications,
Ÿ Optimum utilization of the overall IT
o p e rat i n g syste m s & n e t wo r k
infrastructure connections
Ÿ Delivery of services based on ITIL
Ÿ Vendor Management
framework or equivalent
Ÿ Asset Management - Synchronized
Ÿ Data Centre & DR Site Management
business objectives and moved IT from
Ÿ Desk side support for their offices all the tactical level to the strategic level
over India Ÿ Server Management Services - Ensured
Ÿ Network Management maximum availability of the servers by
minimizing downtime of service
Ÿ Email Support
Ÿ Vendor Management
Ÿ Configuration, Administration, Upgrade
/Patch /New Release Deployment
Ÿ Reporting & Documentation
Ÿ Centralized Helpdesk Services
Solutions Offered
After careful assessment of the client's
requirements, HCL Infosystems offered
solutions to the client for their workplace
management spread over 100 locations pan
India. These solutions included break-fix
support, implementation of ITIL driven tools

3. Ÿ Back up Management for pre - defined Business Benefits
critical applications, databases, file
Ÿ Server uptime of 99.99%
servers, mailing subsystem and crucial
Ÿ Platform availability of Windows, Citrix,
server setups
VMware, AIX, Storage & Web Services
Ÿ Mail Messaging Management Services by 99.99%
- Creation, deletion and transfer of user
Ÿ Network availability of 99.75%
mailboxes, monitoring email traffic,
Ÿ Improved remote resolution ratio from
monitoring and managing disk space
utilization on servers 20% to 45%
Ÿ 1st level call resolution through RIM
Ÿ Proactive network monitoring and auto
ticketing exceeding threshold level
configured in the tool leading to
increased network availability
Ÿ ITIL process implementation leading to
structured, quality and smooth IT
support delivery to user community
18x7
Ÿ Implementation of regular review
mechanism and governance has lead to
Ÿ Network Management - Identification faster decision making
of LAN cabling faults, proactive
monitoring of all switches, routing
equipment and countrywide WAN links
with the use of network monitoring
tools
Ÿ Hardware maintenance and support of
all computing products
Ÿ Centralized Remote L1/L2 Support-
Remote Infrastructure Management
(RIM) engineers were placed at helpdesk
for service support
Ÿ Centralized Helpdesk Services

4. About HCL Infosystems
HCL Infosystems Ltd. with revenue (LTM) of US$ 2.0 billion (Rs 10,401 crores) is India's Premier Technology Company and offers
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
Healthcare respectively.
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
Enterprise solutions including a strong offering in Infrastructure Managed Services
For more information please visit us at www.hclinfosystems.com
For more details, please contact us at transform@hcl.com
or visit us at www.hclinfosystems.com
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