Managed Services: Pan India Coverage
Executive Summary
A Media & Entertainment Powerhouse with a Nationwide Footprint required a unified managed services framework to consolidate IT operations, strengthen infrastructure resilience, improve end-user experience, and deliver dedicated executive support. Our customerβs fragmented operating model β spanning multiple locations, a remote and hybrid workforce, anda critical production environment β demanded a partner capable of end-to-end delivery.
CBY Services delivered an integrated, end-to-end managed services model spanning End User Computing (EUC), 24Γ7 Centralized service desk, VIP/VVIP Executive Support, IT Asset Management (ITAM), and β newly expanded β Infrastructure Server & Network Management, ensuring seamless IT governance, operational continuity, and performance assurance across all locations.
Business Challenges
The organisation faced the following key challenges across all service domains:
EUC & Service Desk
- Inconsistent support quality across geographically dispersed locations
- Delayed incident resolution for critical and VIP users
- Limited remote and hybrid workforce support coverage
- No structured knowledge base or self-service capability
IT Asset Management
- Lack of centralised IT asset visibility and CMDB accuracy
- Asset tracking gaps leading to compliance and audit risks
- No structured lifecycle management or refresh planning
- Software licence sprawl and compliance exposure
Infrastructure Server & Network
- Ageing on-premise infrastructure with no proactive monitoring
- Network instability impactingproduction & Minor downtimes
- Absence of capacity planningand performance baselines
- No defined DR / BCP posturefor critical IT infrastructure
Resulting in increased downtime, inefficiencies, governance gaps, and limited IT visibility across the enterprise.
Solution Provided by CBY Services
Infrastructure & Network β NEW
- 24Γ7 proactive monitoring of servers, storage, and hypervisors
- Network performance management β LAN, WAN, Wi-Fi
- Patch management, vulnerability remediation, and hardening
- Capacity planning, performance baselining, and trend reporting
- Incident, change, and problem management for infrastructure events
- DR readiness assessments and BCP documentation support
EUC & Service Desk
- 24Γ7 centralised service desk with SLA-driven incident management
- Endpoint support, remote troubleshooting, and break-fix resolution
- Onboarding / offboarding and device provisioning
- Knowledge base management and self- service enablement
VIP & VVIP Executive Support
- Dedicated, white- glove support for C- suite and leadership
- Priority queue with guaranteed response and resolution SLAs
- On-site and remote support for executive locations
- Proactive health checks for executive devices and peripherals
IT Asset Management(ITAM)
- End-to-end asset lifecycle management β procurement to decommission
- Centralised inventory tracking and CMDB governance
- Software licence compliance and audit readiness
- Asset refresh planningand disposal management
Business Impact & Outcome Highlights
Operational Efficiency
- Improved operational efficiency through centralised IT operations
- Reduced MTTR across all service tiers
- Eliminated siloed support with a single integrated delivery model
Governance & Compliance
- Stronger asset visibility, CMDB accuracy, and compliance readiness
- Audit-ready asset register with full lifecycle traceability
- Consistent SLA adherence and performance reporting Εacross India
Infrastructure Resilience
- Proactive infrastructure monitoring reduced unplanned outages
- Network stability improvements supporting production continuity
- DR readiness posture established for critical IT systems
User & Executive Experience
- Faster incident resolution and enhanced end-user satisfaction
- Dedicated VIP support delivered measurably improved executive experience
- Scalable model supporting hybrid and distributed workforce
Custom-built service, powered by strong teams, processes, and tools.
