Case Study
Delivering End-to-End Enterprise IT and D365 CRM Support for a Global Automotive OEM
Delivering Reliable, Secure & Scalable IT Operations Across Enterprise Applications and Infrastructure
24x7
Global Support Coverage
99%
Business-Critical System Availability
Multi-Year
Strategic Managed Services Engagement
Background
As a leading Global Tier 1 Automotive OEM expanded its operations across multiple locations and business functions, maintaining reliable enterprise IT infrastructure and business-critical applications became increasingly complex. The organization required a strategic partner to streamline IT operations, strengthen security and governance, enhance application support capabilities, and ensure seamless service delivery across enterprise environments.
To address these requirements, the customer engaged Tata Elxsi to deliver end-to-end Enterprise IT & Application Support services covering infrastructure, enterprise applications, cloud operations, security, observability, migration, and managed service governance.
Challenge
The engagement involved addressing several operational and technology challenges:
- Diverse IT Landscape: Managing mobility services, enterprise applications, plant infrastructure, and distributed IT systems across business functions.
- Availability & Service Continuity: Ensuring 24x7 support, infrastructure uptime, business continuity, and operational resilience.
- Security & Governance: Strengthening cybersecurity operations, security audits, compliance adherence, and threat management.
- Enterprise Application Support: Supporting Microsoft Dynamics 365 CRM and handling enhancement requests, integrations, workflow automation, and application maintenance.
- Operational Efficiency: Standardizing ITIL processes, incident management, service delivery governance, and quality assurance across multiple environments.
Solution
Tata Elxsi delivered a comprehensive managed services engagement, providing end-to-end ownership across enterprise infrastructure and application support functions.
Key highlights of the solution included:
Enterprise IT Infrastructure Support
- Mobility and data services management
- Security operations and testing support
- Plant infrastructure and service delivery support
- Network and cloud operations management
- QA process management and governance
D365 CRM Support & Enhancement
- Case management implementation and support
- Incident and problem management
- Feature enhancements and change request execution
- Application integration and workflow development
- Testing, documentation, and Microsoft coordination
Security & Reliability Services
- IAM implementation and administration
- IDS/IPS monitoring and cyber security operations
- SOAR enablement and security incident response
- Audit support, recovery planning, and resilience services
Cloud, DevOps & Migration Services
- Infrastructure consolidation and optimization
- Cloud platform support and migration initiatives
- CI/CD implementation and operational governance
- Data migration and modernization programs
Impact
The engagement delivered measurable improvements in operational reliability, security posture, and service management effectiveness.
- Operational Excellence: Standardized ITIL-based service management processes enabled consistent and efficient service delivery across IT operations.
- Enhanced Security: Delivered SOC management, security audit support, cyber security operations, and security awareness initiatives.
- Improved Infrastructure Reliability: Strengthened network, cloud, and plant infrastructure operations through proactive monitoring and governance.
- Optimized CRM Operations: Successfully maintained and enhanced D365 CRM environments across Sales, Customer Service, Marketing, and Field Service functions.
- Business Continuity & User Experience: Ensured synchronized DEV, UAT, SIT, and Production environments, enabling uninterrupted business operations and faster issue resolution.
Services Rendered
- Enterprise IT Infrastructure Support
- Managed Services & Service DeskOperations
- Microsoft Dynamics 365 CRM Support
- Cloud & DevOps Services
- Cyber Security Operations
- Observability & Monitoring Services
- Data Migration & Modernization
- Network & Platform Operations
- ITIL Service Management
- Program Governance & ServiceDelivery Management
