A leading robotics and automation laboratory operating in India faced critical inefficiencies in managing its IT infrastructure. Despite having a robust setup, the client struggled to benchmark performance and management maturity against industry best practices. Fragmented visibility, reactive operations, and inconsistent governance processes made it difficult to maintain optimal service quality.
They sought a comprehensive infrastructure assessment to uncover performance gaps and to manage bottlenecks. The goal was to define a clear roadmap spanning people, processes, and tools, enabling consistent service delivery, proactive management, and measurable improvements across their entire technology ecosystem.
Ascendion conducted a three-month discovery and consulting engagement to assess the client’s end-to-end IT infrastructure—covering network, asset management, servers, databases, storage, and service management systems. Through detailed analysis of ticket volumes, categories, and root causes, we identified recurring issues such as slower turnaround times (TATs), performance bottlenecks, and unnecessary incident volumes.
We then created a 12-month transformation roadmap with actionable recommendations across people, processes, and tools. The plan included optimized workflows, improved monitoring mechanisms, and automation-led service management. Additionally, we collaborated on annual planning and budgeting for the required toolkit and developed a cost-effective transition plan aligned with the roadmap.
Tech Stack: ServiceNow, HPAM, ManageEngine, VMware, Hyper-V, SCCM, WSUS, Qualys Guard
At BMS, we wanted our consultants to focus on the possible, freeing up time lost to reading endless CV’s that could instead be used to really engage with people who are looking for that first step in their sales career. The solution we adopted found the right balance between machine efficiency and human empathy.
– Graham Halewood,
Chief Operations Officer
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