Relationship Growth
- Client is a US Tech MNC
- Relationship started in 1997
- Emerio was selected to manage IMS projects in 2003
- Team size grew from 3 to 550 in 39 months
Snapshot of Engagement
- 75,243 calls per month
- 4,779 Unix boxes
- 13,830 Wintel servers
- 11,090 network devices
- 5,500+ other IMS support devices, cluster FTP, print services etc.
- Global support–offshore KL
- 24x7 support
- SLA based delivery
Team Size Growth
Technology
- OS: HP Unix, Solaris, AIX, Wintel, Linux, Win 2000
- Storage: SAN, NAS
- Messaging groupware: MS Exchange 5.5 2000, 2003, Lotus Notes, Sendmail
- Backup application: Data Protector, Legato, Veritas, Netbackup
- Security: Medusa, Checkpoint, Pix
- Database: Oracle, SQL
- SAP: Basis, ABAP Dump
- Others: Cluster, Samba, print services, FTP, batch monitoring
Portfolio of Services
- Server Management
- Storage Management
- Network Management
- Security Management
- SAP basis Management
- Database Management
Pricing Model
- Fixed
- FTE based
- Time and material based
Key Success Factors
- Proven delivery methodology
- Well-defined QMS processes
- Excellent recruitment process
- Efficient retention management
- Service delivery exceeded SLA
- Efficiency improvement through EABC methodology
- Strong senior management commitment
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