Challenges faced by CSPs in Infrastructure Management:

• High Total Cost of Ownership (TCO) for present mode of operations
• Need to utilize global talent pool across geographies
• Lack of an internal process champion
• Pressure to sustain customer satisfaction with higher volume of infrastructure calls
• Pressure on management to do more with less or equal budget
• Staffing pressure in high cost areas
• Flexibility in terms of quick ramp up and ramp down features
• Quality of Service (QoS) consistency

Service Offerings in Remote Network Management:

• LAN/WAN Management
• Security Management
• Gateway & PSTN setup Management

Tiered Service Offerings for CSPs:

• Service Desk
  • Level 1 & 2 support
  • Proactive customer notification
  • Issue resolution tracking and escalation
  • Regular follow up and escalation
  • Chronic Support
• Custom Engineering
  • Problem Management
  • Configuration Management
  • Change Management
  • New requirement design for existing customers
  • Level 3 escalated issues and network change requests from customers
• Service Activation
  • Engineering Assessment & Service activation for new customers
  • Tier I – Ticketing, Order Management, Device Activations, Dynamic Support
  • Tier II – Advanced Support, Device Activations
  • Tier III – Design, Engineering Analysis, Change Control

Capabilities:

Cognizant IT Infrastructure Services Group offers services across the infrastructure lifecycle, from basic helpdesk or IT operations through complex platform integration, consolidation, ESM tool implementation and data center migration services.

Services:

• Expertise in a diverse range of technology platforms and experience working with top organizations in different industry verticals
• Capacity to rapidly ramp-up a vast resource pool of technically qualified people to provide scalability and responsiveness in our delivery
• Well established tool-based methodologies
• Onsite-offshore “follow-the-sun” delivery model to provide 24x7x365 support
• High performance and availability services, within specified time and budget, to match client requirements
• Remote “Business-as-usual” Infrastructure Operations support based on our 24x7 follow-the-sun model, which includes Remote Database Administration support, Remote System Administration support (Directory services, Job Scheduling, Network Administration, Print and Output Management and Storage Management), and Managed Security Services.
• High-end consulting services for:
  • Infrastructure Portfolio Assessment
  • Rationalization Infrastructure Strategy Development
  • Capacity Planning
  • Systems Migration
  • Systems Consolidation