A unified delivery framework with an integrated L1.5 layer at its center
Brillio proposed an integrated, ITIL-based operating model that created a single point of accountability across every service tower, with a cross-functional support layer designed to resolve more at first touch.
The client selected Brillio for its ability to take single-point accountability for end-to-end IT service delivery across a complex global landscape while combining operational rigor with transformation capability. The proposal consolidated service management, infrastructure, cloud, network, security, end-user services, SAP operations, SAP authorization, Azure application and infrastructure managed services, and HCL Lotus Notes application maintenance under one governance framework.
At the center of that framework sits an integrated L1.5 layer spanning network, infrastructure, applications, cloud and security. Instead of routing every cross-domain ticket upward, it absorbs monitoring, alert triage, advanced diagnosis, automation execution and knowledge updates in one place, raising first-level resolution and reducing escalation effort. Feeding it is a 24×7 global service desk providing English and Spanish support across intake, dispatch, basic resolution, queue monitoring, SLA prioritization and user lifecycle management.
Beneath that layer, Brillio runs the hybrid estate end to end. Azure subscriptions and on-premises servers are managed across compute, storage, databases, backup, patching, identity and access management, monitoring and FinOps advisory. The distributed network is covered the same way, from campus and legacy switches, access points and wireless controllers to firewalls, voice systems, WAN links and secure web gateway services, with onsite hands-and-feet support wherever physical work is required.
Security and SAP are managed as full towers rather than adjuncts. A dedicated Security Operations Center handles monitoring, threat hunting, incident triage, response coordination, root cause analysis, compliance alignment and playbook enhancement. SAP support spans Order-to-Cash, Record-to-Report, Procure-to-Pay, Environment Health and Safety, Business Warehouse, SAP BASIS and Sales Inventory and Operations Planning, while authorization work covers role administration, Segregation of Duties compliance, emergency access and audit support. Application maintenance keeps the legacy collaboration platform and business middleware stable, including month-end data flow continuity.
Transformation runs inside the same contract rather than as a separate program. AIOps and runbook automation, an Avoid-Deflect-Automate Shift Left model, self-service kits, AI-enabled ChatOps, FinOps-led Azure cost optimization, tools rationalization under the R3I framework and unified operations dashboards were built into the run from the outset.
Delivery is balanced globally, using the Romania center for Spanish-language support and the India delivery centers for scale.
A four-month transition that took over multiple towers in parallel
The transition was structured to minimize operational disruption while absorbing several service towers at once, moving through knowledge acquisition and shadow support before Brillio assumed primary responsibility.
The approach ran one month of pre-planning followed by three months of transition execution, with a two-week extension for SAP-related services where required.
Pre-planning and mobilization defined the transition governance structure, knowledge-transfer schedule, delivery locations, access requirements, technology architecture, tooling landscape, documentation inventory, communication channels, resource mobilization plan and service readiness criteria. Knowledge acquisition then ran structured sessions across each workstream, capturing SOPs, runbooks, known errors, architecture dependencies, ticket trends, configurations, application inventories and escalation paths.
From there, Brillio operated alongside incumbent vendors in shadow support to observe live operations, validate process understanding, capture gaps and refine runbooks. Brillio assumed primary operational responsibility with incumbent fallback in place, then entered a stabilization period focused on SLA observation, operational baselining, backlog reduction, ticket hygiene, monitoring improvement and performance reporting, before moving into steady-state delivery supported by governance reviews, continuous service improvement, automation backlog prioritization, dashboarding, FinOps reviews and tools rationalization.
