Case Study: Largest ICT Service Provider in the Netherlands-Benelux region achieves automated incident management, improved SLAs and lower operational costs with Hexaware

Largest ICT Service Provider - Customer Case Study

Largest ICT Service Provider, the largest ICT service provider in the Netherlands‑Benelux region with offices in 18 countries and €2.2 billion in annual revenue, faced a fully manual process for logging, tracking and resolving support incidents and needed to integrate end clients’ systems with its existing integration hubs. Hexaware was engaged to deliver an ESB implementation and integration services (including PeopleSoft Integration Broker and BizTalk-based web services) to enable agile DevOps and automated incident management.

Hexaware implemented a complete ESB using content‑based routing, canonical schemas, PeopleSoft Integration Broker and BizTalk orchestrations so RMS and FMS clients could post incidents via web services. The solution automated incident logging, tracking and resolution, lowered operational costs, improved SLAs, reduced business loss to near zero with a fault‑tolerant mechanism, and gave the customer better operational control through Hexaware IPs and monitoring tools.