How a global manufacturer strengthened IT resilience with HCLTech
About our client
Founded in the early 1900s, our client, a multinational raw material manufacturer, has grown into one of the world’s largest producers of building raw materials. They serve tens of thousands of employees across 35+ countries. With over 40,000 end-user devices, 1,000+ support staff and 45,000 services managed across multiple suppliers, they aimed to modernize their IT service delivery and strengthen global IT resilience while enhancing employee experience.
The challenge
Fragmented IT operations hindering service excellence
As our client scaled their global operations, their existing ITSM environment began showing limitations that impacted efficiency and user experience. Legacy tools and processes struggled to keep pace with the complexity of supporting tens of thousands of users, multiple suppliers and a wide array of services. They encountered several key challenges:
- Limited functionality in ITSM tools: Existing systems for major incident reporting were outdated and unable to provide actionable insights.
- Lack of end-user support structures: There was no comprehensive service catalog and SLA onboarding processes were inconsistent across teams.
- Fragmented team and vendor integration: Poor coordination between internal teams and external vendors led to uneven service performance.
- Limited visibility and governance: Absence of structured reporting and governance frameworks restricted monitoring, decision-making, and continuous improvement.
These gaps collectively affected service responsiveness, transparency and overall end-user satisfaction, creating a critical need for a unified, governance-driven approach.
The objective
Driving global IT excellence
With complex operations spanning multiple regions and suppliers, our client aimed to strengthen their IT capabilities to support business growth and operational efficiency. Their key objectives were to:
- Optimize IT service delivery: Improve end-to-end IT service performance and reliability across global operations.
- Increase transparency and control: Enhance visibility into service performance, SLA adherence and incident management to enable informed decision-making.
- Integrate teams and vendors: Streamline collaboration between internal IT teams and multiple external vendors to ensure consistent, high-quality service delivery.
- Elevate end-user experience: Deliver faster, transparent and reliable IT services to improve trust and satisfaction among employees.
- Enable scalable governance: Build a robust, governance-driven IT framework capable of supporting current operations and future business expansion.
The solution
SIAM 2.0 with HCLTech
We implemented a robust Service Integration and Management (SIAM 2.0) framework, powered by the MVision methodology. Key initiatives included:
- Enhanced incident management: Established a comprehensive reporting mechanism for Major Incident Management (MIM) and deployed a bilingual offshore MIM team for 24/7 global support.
- Service catalog modernization: Developed an end-user service catalog with automated request fulfillment, reducing Mean Time to Fulfill (MTTF) for service requests.
- Standardized SLA onboarding: Implemented consistent SLA onboarding frameworks to align service delivery with business objectives.
- Technology modernization: Replaced outdated systems with a modern telephony system and centralized reporting platform for improved incident response and governance.
The impact
Tangible benefits across IT and business
Within just 12 months, our client realized significant improvements:
- Operational efficiency: 40% reduction in P1 and P2 Mean Time to Resolve (MTTR) and 62% reduction in escalation volume.
- Service reliability: Achieved a 91% change success rate and 20% incident reduction through GenAI-driven techniques.
- Enhanced end-user experience: Improved trust, satisfaction and transparency across IT services.
- End-to-end performance management: Comprehensive monitoring and reporting strengthened accountability and continuous improvement.
Through our SIAM 2.0 approach, the manufacturing major successfully transformed their global IT service delivery, building resilience, improving end-user experience and enabling seamless, integrated operations.
