A leading supplier of products and technologies to the semiconductor industry wanted to adopt a scalable operating model. The objective: become more responsive to the dynamics of the advanced microchips business.
The semiconductor company operated in a siloed manner and lacked process standardization, which manifested in business units adopting inconsistent processes. The company partnered with Infosys to leverage cloud and AI technologies for enhancing collaboration across and beyond the enterprise, and boost business outcomes. Significantly, Infosys Innovation Fund accelerated technology adoption.
Key Challenges
- Inability to respond to shifts in business and spikes in customer demand
- Lack of agility to resolve issues and deploy solutions on time
- Cybersecurity risks in the IT ecosystem
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The Solution
Intelligent Command Center (ICC) centralized support operations via unified processes and tools
Infosys implemented an integrated Infrastructure + Applications model to stabilize the global IT estate of the semiconductor enterprise. Our site reliability engineering (SRE)-based DevSecOps model provided single point ownership for infrastructure support and mission-critical applications, while ensuring end-to-end accountability. We deployed an L1.5 support team to boost coverage across technologies.
Infosys combined a cloud operating model with ITIL to establish a service excellence office for process harmonization and improvement. Robust application managed services across key business areas reduced total cost of operations. Our team captured and monitored SLAs and KPIs for eight applications, and transitioned managed services for core business apps, including HR apps (Cornerstone OnDemand and SAP SuccessFactors).
Infosys leveraged ServiceNow ITSM tools for service and demand management, and implemented an integrated service delivery framework for 24x7 L1, L2 and L3 infrastructure support, including service desk, server management, backup and storage management, database management, network management, security services, messaging and collaboration services, Microsoft SharePoint, and datacenter operations.
Infosys Cobalt polycloud platform delivered 48,000+ automation events
- Virtual IT infrastructure in a datacenter:
- Built an agile, reliable virtual datacenter
- Migrated legacy applications and business services to the virtual environment
- Deployed service desk for 20k+ users and 21k+ devices
- AI-based infrastructure and network operations:
- Supported 2,000+ network devices, 1,600+ Windows Servers, and 350+ Linux servers
- Managed three petabyte storage in eight development centers across regions
- Initiated an SLA/KPI program for application support in a managed services model
- Infosys Cobalt polycloud automation:
- 35% proactive infrastructure incidents
- 48% reduction in incidents
- 40% reduction in tickets with self-help and self-heal functionality
- 80% reduction in manual effort while ensuring automated and proactive resolution of issues
- Disaster recovery on Microsoft Azure Cloud:
- Migrated mission-critical applications with zero downtime in the production environment
- Reduced recovery time objective from 24 to 7 hours
- Reduced recovery point objective from committed 12 hours to one hour
- Log analytics based on real-time IT infrastructure data facilitates prompt security remediation by the Cyber Security Operations Center (CSOC)
- Mature lifecycle management:
- Reduced total cost of operations by 50% while topline registered 200% growth
- Mitigated business risks through 90% cybersecurity compliance
- Upgraded 85% of IT assets
Benefits
Single pane of glass offering visibility into global operations
Cohesive ecosystem with stable infrastructure and applications
Alignment of IT metrics with business outcomes
Migration of mission-critical applications across the IT estate to the cloud
