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Products
- Alphabetical List
- Business & Industry Applications
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- Specialized Software
- HCL Actian
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- HCL Aftermarket Cloud
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- HCL Automation Orchestrator
- HCL Automation Orchestrator Suite
- HCL BigFix
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- HCL Z Asset Optimizer
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- HCL Zeenea Data Discover Platform
- HCL Zen Edge Data Management
- HCL Aftermarket Cloud Service lifecycle management platform
- HCL Commerce Cloud Enterprise e-commerce for B2C and B2B
- HCL CDP Flexible and customizable customer data platform
- HCL Discover Behavioral insights for customer journeys
- HCL Marketing Cloud Fueling precision marketing at scale with AI
- HCL Unica Enterprise marketing automation platform
- HCL AppScan Scans for application vulnerabilities
- HCL BigFix Secure endpoint management
- HCL BigFix Compliance Ensure security with continuous, real-time compliance monitoring
- HCL BigFix CyberFOCUS Supercharging IT operations to secure the enterprise
- HCL BigFix Remediate Automate, remediate & secure endpoints
- HCL Actian Empowers the data-driven enterprise
- HCL Actian Data Platform Data services suite; flexible deployment
- HCL Actian Ingres Legendary transactional RDBMS
- HCL DataConnect Low-code integration platform
- HCL Zeenea Data Discover Platform Cloud-native data governance solution
- HCL Zen Embeddable edge data management
- HCL Automation Orchestrator Suite Accelerate IT and business automation
- HCL BigFix Secure endpoint management
- HCL BigFix AEX AI-driven employee experience accelerating productivity and innovation
- HCL BigFix Enterprise+ An all-in-one IT infrastructure automation offering enabling you to stay ahead of cyber threats
- HCL BigFix Workspace+ Fueling GenAI within the Digital+ experience
- HCL iControl HCL iControl is a business flow and process observability solution
- HCL MyXalytics Cloud finOps visibility and insights
- HCL SX Service management for everything-as-a-service delivery
- HCL Workload Automation Simplify and automation business workflows
- HCL Connections Collaboration and task management in one workspace
- HCL Domino Rapid application development platform
- HCL Leap No code citizen app dev
- HCL Link Connectivity across your digital ecosystem
- HCL Notes Comprehensive email and collaboration hub
- HCL SafeLinx Secure and flexible remote access to enterprise applications
- HCL Sametime Secure meetings, video, and chat communications
- HCL Verse Smart and secure enterprise email for seamless workflow
- HCL Augmented Network Automation (SON)Intelligent RAN automation platform
- HCL Automation Orchestrator Suite Accelerate IT and business automation
- HCL DFMProCAD integrated Design-for-Manufacturing platform
- HCL CAMWorksCAM for machining productivity
- HCL GloviusModern lightweight CAD Viewer
- HCL Mainframe Optimization Optimize, modernize, and innovate your mainframe investments
- HCL Secure DevOps Automated testing and security scanning
- Industries
- Partners
-
Persona
- HCL Commerce Cloud Enterprise e-commerce for B2C and B2B
- HCL CDP Flexible and customizable customer data platform
- HCL DX The DXP for the moments that matter
- HCL Marketing Cloud Fueling Precision Marketing At Scale with AI
- HCL Unica Enterprise marketing automation platform
- HCL Volt MX Multi-experience low code app dev
- HCL Actian Ingres Legendary transactional RDBMS
- HCL Actian Data Platform Data services suite; flexible deployment
- HCL AppScan Scans for Application Vulnerabilities
- HCL BigFix Secure endpoint management
- HCL BigFix AEX AI-driven employee experience accelerating productivity and innovation
- HCL BigFix Enterprise+ An all-in-one IT infrastructure automation offering enabling you to stay ahead of cyber threats
- HCL BigFix Workspace+ Fueling GenAI within the Digital+ experience
- HCL DataConnect Low-code integration platform
- HCL Foundry Secure Backend Services
- HCL iControl HCL iControl is a business flow and process observability solution
- HCL MyXalytics Cloud FinOps visibility and insights
- HCL SX Service management for everything-as-a-service delivery
- HCL Universal Orchestrator Orchestrate and optimize business automation
- HCL Vector Analytics A high-performance, secure vectorized columnar analytics database
- HCL Workload Automation Simplify and automation business workflows
- HCL Zen Embeddable edge data management
- Learn & Support
What we achieved
-
86%
successful ticket resolution rate
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2937
man-hours saved
-
71%
mean time to resolve (MTTR) reduction
To who
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Industry Pharmaceutical
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Products: HCL BigFix
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Region Global
Overview
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Part 1
Challenge
Due to inadequate standardization, IT service desks were overburdened by IT-related incident tickets resulting in high cost of operations and human error.
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Part 2
Solution
HCL BigFix Enterprise+ offering combatted company challenges with HCL BigFix Runbook AI, which integrated with ServiceNow automate incident resolution.
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Part 3
Results
Integration led to 16 implemented use cases, 86% success rate for service ticket resolution, 2937 man hours saved, and 71% MTTR reduction.
The Challenge
High Cost Operations of Human-Driven Processes
A common theme for companies across the board today are overburdened employees. Additionally, teams within the company are often feverishly trying to find solutions to overcome these ever-evolving challenges. A Fortune 500 American multinational pharmaceutical company faced this exact issue. With 34,000+ employees in mind, they were taxed with inundated service desks due to the traditional human-driven resolution process for recurring incidents, service request (SR) tasks and other types of incidents in their IT environment. Due to inadequate standardization and these human-driven processes, there were many human errors, long MTTDs and MTTRs, and SLA breaches. SMEs performed script executions on servers while ensuring the adherence to change management protocols, all of which contributed to a high cost of operations.
The Solution
Multi-Use Case Solution
Seeking a solution to solve many challenges, this pharmaceutical company found an answer with HCLSoftware’s HCL BigFix Enterprise+. What HCL BigFix offered was a degree of automation to remove manual processes and cutting time to resolve down significantly. HCL BigFix Runbook AI is an intelligent automation product able to be integrated with ServiceNow to automate incident response. Providing a system which handles SRs quickly and successfully alleviated the workload for the IT team and created the capacity for next-level projects. The Intelligent Remediation via HCL BigFix Runbook AI’s integration with ServiceNow yielded in the following use cases:
- CPU Utilization
- Drive Clean-up
- NTP Time Synchronization
- Backup
- Domain Data Clean-up
- Policy configuration check
- Database service start-up
- Server and Service Monitoring and Restarts
- Agent and Process Restarts
The Results
Results Speaking Real-Time Value
The Fortune 500 company reports quantitative and qualitative results that speaks volumes about HCL BigFix Enterprise+. The ticket resolution methodology is fast, reliable, standardized and consistent. The implementation of this solution drastically reduced the SLA from days to hours for patching operations, ensuring a more secure and efficient process.
Systematic workflow execution ensured swift resolution, minimizing disruptions and inconsistencies in system operations. Timely incident resolution reduced data loss risks and compliance concerns associated with backup failures. A facilitated detailed reporting for comprehensive analysis improves insights and aides in prompt decision-making regarding backup maintenance and troubleshooting.
The quantitative impact:
- Use cases implemented: 16
- Successful ticket resolution rate: 86%
- Man hours saved: 2937
- 71% Mean time to resolve (MTTR) reduction
When staring down the scope of identifying how to secure the IT environment and provide a positive working atmosphere for employees, the multinational pharmaceutical company sought a single solution, which delivered multiple use cases and delivered results they could rely on.
HCL BigFix Enterprise+ delivers automation. It delivers consistency. It delivers when you need it in a Digital+ economy.
About the company
This American multinational pharmaceutical company is one of the world’s largest pharmaceutical companies and consistently ranks on the Fortune 500 list of the largest US corporations. In 2023, they reported a revenue of $44+ billion and company size of 34K+ employees. They manufacture prescription pharmaceuticals and biologics in several therapeaut areas, including cancer, HIV/AIDS, cardiovascular disease, hepatitis, rheumatoid arthritis, and psychiatric disorders.
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