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Everest Group features LTI’s case study in its report: Strength in Adversity: Enterprise Service Resilience During the COVID-19 Crisis

The COVID-19 pandemic has enveloped the globe and created a global human crisis seldom witnessed before, and enterprises had to adopt the new normal of remote working models. In its report “Strength in Adversity: Enterprise Service Resilience During the COVID-19 Crisis”, Everest Group features a case study that showcases the support LTI provided to an international organization, part of the UN.

The level of volatility and uncertainty induced by COVID-19, coupled with geographic non-uniformity and dynamic responses, triggered extraordinary business challenges for enterprises,” said Mukesh Ranjan, Practice Director, Everest Group. “Service providers have played a critical role in enabling business resiliency for enterprises with minimum disruptions in these tough times. For example, LTI ensured core infrastructure support for mission critical activities through several emergency measures such as firewall and remote access link upgrades, among other initiatives for an international organization that is part of the UN.

Siddharth Bohra, Chief Business Officer for Tech, Media, Consumer & Life Sciences at LTI, said, “For an organization that directly impacts functioning of economies across the world, it is important to ensure that the link between headquarter and remote sites is maintained without interruptions. The crisis induced by pandemic made it even more important for the client to be always-on. We are delighted to have delivered on these expectations and ensuring no disruptions in operations.

The report reveals that nearly 70% of enterprises want to incorporate more business continuity planning in future.

Case Study Highlights

Our client needed to ensure that its core IT infrastructure functioned with minimal disruption. It’s operations in hundreds of remote site locations added to the complexity, and helpdesk had to cater to a high spike in calls and requests. LTI was the organization’s IT infrastructure managed services provider and responsible for providing interruption-free uptime.

In addition, we handled:

  • A quick switch to the cloud version of its collaboration tools
  • Emergency measures like firewall and remote access link upgrades for service resiliency
  • Challenges such as redesigning Standard Operating Model of remote hardware support, and increased request volume in helpdesk requests.
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