IT Transformation and Service Excellence: Strengthening Operational Resilience for a Global Life Sciences Leader

About the Client

The client is a global leader in life sciences and diagnostics headquartered in the United States. The company provides solutions for diagnostics, life sciences research, food safety, and environmental testing, helping organizations protect human and environmental health. 

Challenges 

They needed to stabilize and modernize their IT operations so services could keep up with global growth and complex workloads. 

• Legacy Systems and Complex Infrastructure: Older systems and a mixed Azure and AWS setup made management harder, slowed performance, and increased the risk of outages. 
• Lack of Standardized ITIL Processes: Without clear, ITIL-based procedures, service quality was inconsistent and difficult to control across teams and regions. 
• High Support Demands: Supporting users in multiple time zones around the clock put pressure on internal teams and risked slower response and resolution times. 
• Cybersecurity and Continuity Risks: Expanding operations required stronger security controls and structured disaster recovery to reduce the risk of cyber incidents and downtime. 

Solution 

We implemented an 8-point IT modernization program to improve service quality, resilience, and scalability across all environments. 

• End-to-End IT Service Desk: Centralized user and application support so users have a single place to go for help and issues are handled faster. 
• Level 1 and Level 2 ERP Support: Provided focused support for core business systems to reduce downtime and keep critical operations running smoothly. 
• Omnichannel Support Integration: Connected email, chat, phone, and ticketing into one support flow so users can reach IT in the way that suits them and still receive consistent service. 
• Cloud and Infrastructure Optimization: Actively managed Azure and AWS environments to improve performance, cost efficiency, and scalability. 
• Server, Network, and Security Administration: Centralized monitoring and administration to maintain 99.9 percent uptime and quickly address incidents before they spread. 
• Cybersecurity and Compliance: Deployed advanced threat detection, endpoint protection, and ITSM-based incident handling to reduce security risk and meet compliance requirements. 
• Disaster Recovery and Continuity Planning: Designed SLA-based recovery models and ran regular failover tests so the business can recover quickly from outages or major incidents. 
• Scalable Multilingual Support: Delivered 24/7 technical support in multiple languages to serve global users with consistent quality. 

Impact 

What our IT transformation and service operations achieved for the client. 

• Near-Perfect Responsiveness (99.7% SLA): Met a 99.7 percent first response SLA through 24/7 coverage and clear workflows, so users get quick acknowledgment and immediate engagement. 
• Durable Resolutions (99.5% SLA): Achieved a 99.5 percent resolution SLA by following strict timelines and root-cause analysis, reducing repeated incidents and rework. 
• High Request Handling (95%): Resolved 95 percent of monthly requests with only 5 percent pending follow-up, thanks to standardized processes and clear communication with users. 
• Higher Satisfaction (96% CSAT): Increased satisfaction to 96 percent, an 11 percent jump from the previous quarter, reflecting better response times and higher-quality resolutions. 
• Backlog Reduction: Cut the oldest pending ticket age from several months to under two weeks, giving the client a cleaner pipeline and faster closure on long-standing issues.