Transforming Cloud Infrastructure Management of a Manufacturing Leader in Medical Device and Life Sciences Industry

Client Overview

The customer is a leading provider in medical device and life sciences industries, specializing in advanced manufacturing and engineering services. They offer a comprehensive suite of solutions such as laser processing, nitinol processing, metal fabrication, etc. The customer has a strategic global presence with application development labs, which provide tailored services like customer laser systems, turnkey device manufacturing, and medical sensor integration and testing.

Their complex operations span multiple locations, supported by 150 servers and 2000 workstations. The customer environment had VMware and Hyper-V as virtualization technologies hosting Windows OS servers, MS SQL, and Oracle Databases. The cloud operations were being managed by an MSP using multiple third-party tools.

Business Challenge

• The customer struggled with disparate systems for ITSM, knowledge management, patching, and monitoring, which led to operational inefficiencies.

• The absence of a single platform supporting all layers of infrastructure management including ITSM and ITOM, hindered streamlined operations.

• The customer’s existing environment had very limited capability to integrate systems, causing the customer missed out on the benefits of automation, which could improve both speed and accuracy in BAU cloud operations.

• There were different portals for each function which resulted in fragmented information, making it difficult to maintain a cohesive understanding of cloud operations.

• The customer didn’t have much automation in the existing environment, which led to increased manual workloads and a higher potential for human error.

Solution Approach

• The customer’s existing MSP solutions were replaced with Concierto MANAGE a hybrid cloud management platform that supports all layers of cloud infrastructure management, covering ITSM, ITOM, and key BAU cloud operations.

• Implemented Concierto MANAGE’s integrated service management capabilities, streamlining incident and change management processes. This included setting up automated ticketing systems, defining escalation paths, and establishing SLAs.

• The customer achieved robust monitoring of approximately 150 servers for performance, availability, and security. Custom cloud monitoring parameters were set up, along with alert thresholds and real-time dashboards. The customization and automation in Concierto supported the customer’s cloud management teams in maintaining system integrity and achieving operational excellence.

• Events and Alerts Management

  • Automated event and alert generation based on predefined rules.

  • Integrated with Concierto to create support tickets automatically.

  • Set up auto-resolution features to close issues that have been resolved.

• Proactive Monitoring Configuration

  • Systems were set up to track performance metrics and operational health.

  • Implemented automated processes to detect and resolve issues preemptively.

• Dashboard Customization

  • Customized the dashboard to display real-time cloud operations status.

  • Integrated historical data analysis for trend identification.

  • Allowed the users to personalize their view and data representation.

• The platform's Runbook Automation streamlined the operations by triggering actions automatically, reducing the need for manual oversight. Its integration of AI into ITSM processes not only expedited ticket resolution but also ensured accurate categorization and prioritization.

• Efficient automated patch management was established for the servers, which ensured they were up to date with security patches and updates.

• The Concierto MANAGE provided customized dashboards and reports to stakeholders with relevant insights into cloud operations. Throughout the implementation, the focus was on continuous improvement, regularly reviewing processes and identifying areas for further optimization.

Business Benefits

Streamlined processes and self-service options led to approximately 50% Reduction in Service Desk Interactions.

• Achieved approximately 35% Shorter Mean Time to Diagnosis through improved monitoring and integrated systems that allowed for faster problem identification.

• Enhanced visibility and streamlined processes led to quicker problem resolution, helping achieve approximately 33% Shorter Mean Time to Resolve (MTTR).

• Proactive monitoring and improved cloud management reduced the overall number of incidents by approximately 30%.

• Concierto MANAGE platform provided a single pane of glass for all cloud operations, providing a unified operations view, eliminating information silos, and improving decision-making.

• Regular, efficient patching and improved monitoring enhanced the customer’s security posture and ensured adherence to regulatory compliance.

• The automation of catalogues and consumption intelligence significantly enhanced productivity and achieved cost savings, optimizing resource utilization.