Abstract
The Client, a global leader in health and human services, sought to outsource IT Operations to refocus on strategic initiatives and reduce costs. They required end-to-end support for infrastructure, networks, applications, databases, batch processes, and service desks via a global “follow-the-sun” model. Key challenges included seamless global coordination, stringent SLAs, complex environment management, accelerated knowledge transfer, and secure remote access. Additionally, strict HIPAA compliance mandated robust security, including encryption, access controls, audit logging, and threat monitoring. The solution demanded efficiency, regulatory adherence, and measurable cost reductions while ensuring uninterrupted, secure delivery of mission-critical health and human services.