WINNERS
May I Help You? With 22 businesses and 16 plants under one umbrella, Reliance Industries realized that increasing tech dependence would require a systematic IT management strategy. The IT service management system provided RIL with just that. It supports all IT services including SAP, infrastructure, application and datacentre management. The hunt ended when the IT team developed an IT helpdesk system. It was created for computer users at all RIL sites. It was designed for online registration and resolution of complaints. It enables users to log into this system and register their issues. The IT team then assigns these complaints to different engineers. The user’s response is then captured against each call for self-improvising by the IT team. Issues which took days due to manual processing are today resolved in minutes. “A key benefit was real-time and accurate stats to the top management on all assets,” says Ashish Chauhan, CIO, Reliance Industries. CIO SNAPSHOT MANAgINg DIreCTOr: Mukesh Ambani reveNue: Rs 110,000 crore eMPlOyeeS: 40,000 IT STAff: <1000 PrOjeCT: IT Service Management System COST: Rs 30 lakh PrOjeCT PerIOD: April 2006 - July 2006
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Ashish Chauhan Reliance Industries Chief Information Officer
Vol/3 | ISSUE/21