TCS provides global application support for Agilent

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TCS provides global application support for Agilent
TCS provides global application
support for Agilent
Agilent Technologies
High Tech
Relationship Management
Intense competition and rising costs are driving businesses to
look inwards for competitive advantage and business gains.
Organizations need to optimize their processes to improve
service quality and enhance overall business performance.
Agilent Technologies, a leading measurement and instrument
company, wanted to optimize its application support and
reduce associated costs. Agilent desired a 24x7 global,
consolidated, robust support model for application/ database
administration and maintenance.
Agilent Technologies is one of the world’s
premier measurement and Instrument
Company. A manufacturer of scientific
instruments and analysis equipment,
Agilent is a leading supplier of electronic
test and measurement products,
including data generators, millimeters,
and oscilloscopes. Headquartered in
Santa Clara, California, Agilent is a global
industry leader with 5.4 billion US dollars
in annual revenue and over 19,000
employees worldwide.
TCS Solution
TCS leveraged its Global Network Delivery Model TM and
executed the engagement from multiple locations,
each playing a significant part. The offshore team
provided 24x7 Level 2 and 3 support for Siebel, whereas
the onsite teams at Singapore and US assisted in
project management, status reporting, coordination
and lead support. The third party tools, including
Roadrunner and CFD, were provided with complete
process support, while database administration was
provided for Siebel environments. The applications
maintenance and support models were aligned with
industry best ITIL Framework, such as, incident
management, problem management, service level
management, and change management. A single point
Business Situation
of contact with respect to Siebel support was
Agilent’s primary business segments are Bio-Analytical
established with language support for Japanese during
Measurement and Electronic Measurement. Its
business hours in Japan.
operations are spread over 110 countries, serving
TCS utilized the T.A.M.E (Think. Act. Mitigate. Execute.)
customers across the globe.
methodology for Knowledge Transition. The transition
Through an integrated support process, Agilent
period was significantly reduced, resulting in
wished to improve customer service levels and also
considerable savings. TCS CRM consultants were
better availability and support of important systems
involved throughout the project to ensure quality
and processes.
Hence Agilent desired a 24x7 global, consolidated,
TCS also developed and designed a generic data
robust support model for application and database
migration framework according to the requirements,
administration and maintenance.
which can be easily applied to other data migration
TCS, with its existing relationship with Agilent, was the
preferred choice as the global support partner
TCS Delivery
Agilent benefited considerably from the global
- Average SLA compliance response > 99%
support provided by TCS from:
- 99.5% application availability, effective system
- 24x7 global user system and support availability
for business users across multiple languages
- Triage Accuracy of over 95%
across the globe
- Transition period was reduced by 50% from 16
- Reduction in issue-resolution time and in
application downtime
- Minimal business impact through effective
communication and planning of system
- Maintenance activities
- ITIL best practices support
- SOX compliant laws
- Decreased downtime and defects by ensuring
timely deployment of changes in production
- Considerable cost reduction through effective use
of a suitable onsite and offshore ratio
- A single point of contact for customer support
- An automated system monitoring and status
- Developed and deployed productivity
improvement tools
- Improvement in business processes, and
reduction in error rate
weeks to 8 weeks, resulting in considerable savings
We all know that vendor transition
of a critical platform like Siebel is like
doing a heart transplant while
running. This is the first one being
initiated and managed out of India
and is one among the smoothest.
Doing it so well and at an early stage
of EBS organization in India, adds to
the sense of accomplishment. This was
a global initiative with global
stakeholders, and therefore this is a
showcase of how well this Centre has
integrated seamlessly with Agilent
- Director
A part of the Tata Group, India’s largest industrial
conglomerate, TCS has over 143,000 of the world's
best trained IT consultants in 42 countries. The
company generated consolidated revenues of
US $6 billion for fiscal year ended 31 March 2009
and is listed on the National Stock Exchange and
Bombay Stock Exchange in India.
Agilent IT
For more information, visit us at www.tcs.com.
To know more about TCS’ solutions and services
for the High Tech Industry, contact us at
[email protected]
TCS Design Services M 0809
About Tata Consultancy Services
Tata Consultancy Services is an IT services,
business solutions and outsourcing organization
that delivers real results to global businesses,
ensuring a level of certainty no other firm can
match. TCS offers a consulting-led, integrated
portfolio of IT and IT-enabled services delivered
through its unique Global Network Delivery
ModelTM recognized as the benchmark of
excellence in software development.
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