Executive Summary
A leading Australian bank partnered with ITC Infotech to manage the end-to-end infrastructure and cloud estate and strengthen IT operations during a critical transformation phase. ITC Infotech delivered comprehensive infrastructure support, enabled ITIL maturity through ServiceNow, facilitated seamless merger integration, and drove automation-led service improvements.
Business Challenge
- Complex infrastructure environment spanning VMware, Wintel, AD, SCCM, Citrix, and network monitoring
- Requirement for pan-Australia end-user computing and hands-and-feet support
- Need for modernization and upgrade of legacy systems
- Integration and knowledge transfer required as part of a merger
- Lack of mature ITIL process management and continuous improvement framework
Business Challenge
- Complex infrastructure environment spanning VMware, Wintel, AD, SCCM, Citrix, and network monitoring
- Requirement for pan-Australia end-user computing and hands-and-feet support
- Need for modernization and upgrade of legacy systems
- Integration and knowledge transfer required as part of a merger
- Lack of mature ITIL process management and continuous improvement framework
Our Solution
- ITC Infotech engaged to manage the end-to-end infrastructure and cloud estate
- Delivered infrastructure support across VMware, Wintel, AD, SCCM, Citrix, monitoring, and more
- Supported ongoing legacy modernization and upgrade initiatives
- Provided end-user computing and hands-and-feet support pan-Australia
- Enabled mature ITIL process management through ServiceNow adoption
- Facilitated seamless merger integration and knowledge transfer
- Implemented automation and a shift-left framework for continuous service improvement
Key Results and Benefits
- 25% reduction in incidents
- 30% productivity gain in 4+ years of engagement
- 50+ knowledge transfer articles created to strengthen service delivery
- Streamlined and stabilized IT operations with proactive management
About ITC Infotech
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. ITC Infotech is a wholly owned subsidiary of ITC Ltd., a 100-plus-year-old diversified conglomerate with businesses spanning Hotels, Consumer Goods, Paperboards & Packaging, Agri Business, and Information Technology. ITC Ltd. has been in the hospitality business for over 4 decades. It has over 100 properties across 70+ destinations. The hospitality practice at ITC Infotech is 800+ people strong and most have experience in the hospitality domain leading to a high-quality IT service experience for its hospitality customers.
