Jagdish Lomte, Thermax
Sep 14th 2015

Digital Innovation Strategy

Thermax wanted to develop an enterprise management solution for datacenter and end-user support management comprises tools for enterprise IT monitoring, asset management and integrated service management. A comprehensive solution MAESTRO developed by HCL services was implemented for effective IT infrastructure management across Thermax. It provides status view of the IT spectrum and enables drilling down to specific area. The application has IoT-ready tools with self-intelligence which correlate alarms from IT devices and take follow up action, notifies critical events to specific users with rule-based escalation, and provides instant graphical view of the IT Infrastructure status. The web-based, one-stop IT asset management solution helps in end-to-end monitoring and managing of hardware and software assets. ITIL-compliant service desk solution enables streamlining of IT operations with granular visibility. It acts as operational interface between the end user and IT department, enabling easy resolution of issues. The solution improved internal customer satisfaction due to SLA-based services. There was 86 percent reduction in pending calls from 500 a day to 70. This also helped in ensuring business continuity across all locations.