Scaling Global IT Operations for a Multinational Beverage Enterprise Through Centralized Run & Scale Services

Executive Summary

Explore how a global beverage enterprise centralized IT operations across 23 markets, supported over 4,900 devices worldwide, improved user experience by 15%, and achieved 51% cost savings through intelligent run and scale services.

Business Challenge

  • 140+ contracts across 23 markets (operating companies of Heineken) covering network, compute / storage / collaboration, and workplace services.
  • Services centralization to the Poland Tech Hub encompassing 23 Opcos
  • Retention of 50+ impacted resources across 23 markets (operating companies)

Business Challenge

  • 140+ contracts across 23 markets (operating companies of Heineken) covering network, compute / storage / collaboration, and workplace services.
  • Services centralization to the Poland Tech Hub encompassing 23 Opcos
  • Retention of 50+ impacted resources across 23 markets (operating companies)

Our Solution

TWP

  • Desk side support and field services.
  • Tech enablement and support across 20+ countries
  • MS Teams, Image management, Patching, HW & Certificate mgmt.

MEM

  • 950+ servers monitored and managed across regions
  • Field agents dispatched to 20+ different countries

Network

Network support across global landscape

  • 24*7 coverage of over 4950+ devices including Switches, Server, Backups & Storage
  • Datacenters Support

Impact Metrics

0 %

Improvement to UX baseline within 6 months

0 %

Reduction in ticket count with 100+ bots deployed, starting Day 1

0 %

Cost savings in 3 years

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.

Read More About ITC Infotech

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