Client
Computer Sciences Corporation (CSC)
Challenge
The setting up of a technical helpdesk to support customers in the Europe, Middle East and Africa (EMEA) region.
Solution
The migration of the helpdesk services from the original help desks in North America and EMEA to Malaysia.
Results
Besides providing real time monitoring of network events, the NVC also provides performance management, where the health of the network is maintained identifying problems such as over-stressed components and congestion points.
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In November 2003, CSC appointed its subsidiary CSA Malaysia (CSA) to set up a technical help desk, Project Capricorn, for North America and subsequently, Europe, Middle East and Africa (EMEA) region in February 2004. Project Capricorn is an initiative by CSC to out-task internal systems support to other cost effective locations. The project started with 35 customer support analysts. The migration of the help desk services from the original help desks in North America and EMEA to Malaysia proved to be more successful than anticipated. CSC’s operational costs were significantly reduced and internal user satisfaction was on a high. In 2004, after a year of hard work, the efforts of the Project Capricorn team were recognised when they won CSC’s coveted President’s Award for exemplary services to EMEA.
With the success of Project Capricorn, CSA was ready to expand its services. At that point in September 2004, the network infrastructure facilities upgrade for CSA was completed for both voice and data lines, resulting in CSA having bigger bandwidths to handle increased transaction volumes and more users.
In March 2005, the already proven exceptional service capabilities in combination with the excellent infrastructure convinced CSC to set up its Network Visualisation Centre (NVC) in Malaysia. Currently, the 10 network analysts armed with networking and WAN skills are managing the NVC 24 hours a day, 7 days a week. The NVC provides remote network monitoring, management and support for CSC’s clients such as BHP, AMP and more. The system features real-time monitoring of network events, escalation processes and engineering support to pre-empt or promptly resolve client network problems.
Built on best of breed network management tools which are enhanced by CSC’s own products, the NVC is a technologically advanced organisational structure and communications channel to ensure total end-to-end network visibility, ownership, and accountability. Besides providing real time monitoring of network events, the NVC also provides performance management, where the health of the network is maintained by identifying problems such as over-stressed components and congestion points. Analysis can also be performed on usage trends, bandwidth utilisation and over/under utilised links.
"To be entrusted by CSC with the task of setting up the NVC for its clients around the region is indeed another defining moment for CSA in Malaysia. The capability and experience of our people have been recognised on a global level, and the entire staff of CSA should be proud of what we have achieved. The future looks bright as the potential of the NVC is tremendous, and it will continue to grow to serve more clients globally”, commented Chuah Tai Eu, Managing Director, CSA.