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Home  »  Case Studies   »   From Manual Reporting to Centralized Visibility: How Percipient NMS & ITSM Streamlined EPFO’s IT Operations

From Manual Reporting to Centralized Visibility: How Percipient NMS & ITSM Streamlined EPFO’s IT Operations

Tags Enterprise   26/10/2026
• EPFO Enables Centralized Monitoring with Percipient NMS & ITSM
CLIENT

Employees’ Provident Fund Organisation (EPFO)

OEM PARTNER

Echelon Edge

DEVICES MONITORED

500 Devices

SOLUTION

Percipient NMS + Percipient ITSM

About the Client

The Employees’ Provident Fund Organisation (EPFO) is one of India’s largest statutory social security organisations, administering provident fund, pension, and insurance schemes for millions of employees and their families.

With a large and distributed digital infrastructure supporting its operations, EPFO requires reliable IT infrastructure monitoring and structured service management to ensure technology availability, performance, and operational continuity.

Key Requirements for Centralized Infrastructure Monitoring at EPFO

EPFO sought a monitoring and IT service management solution that could provide centralized infrastructure visibility, reliable availability reporting, and scalable operational capabilities. The focus was on establishing a standardized monitoring environment that could support multiple users, meet EPFO’s reporting requirements, and accommodate specific operational needs through targeted customization.

Centralized Device Monitoring

EPFO required a unified platform to monitor device availability, health, and performance across its distributed infrastructure.

Reliable Availability Reporting

The solution needed to provide dependable availability reports, reducing reliance on manual reporting and improving the consistency of operational data.

Scalable User Access

The platform needed to support concurrent users across monitoring and IT service management functions while maintaining a consistent and reliable user experience.

Standard Solution with Extensibility

EPFO required standard, ready-to-deploy capabilities, with plug-ins and customization available to address specific operational requirements where necessary.

Customized Reporting

Beyond standard reports, the solution needed to support customized reporting formats that could provide relevant operational insights for different teams and management requirements.

How Percipient NMS & ITSM Addressed These Requirements

Percipient NMS and ITSM were implemented for monitoring and IT service management framework, delivering device monitoring and structured IT service workflows.

  • Centralized Device Monitoring: Percipient NMS provided centralized monitoring for 500 devices, enabling teams to maintain visibility into device health, availability, and performance from a unified platform.
  • Fault & Performance Monitoring: The solution focused on fault and performance monitoring, helping operations teams identify device-level issues and monitor infrastructure performance through a centralized interface.
  • SNMP Trap Monitoring: SNMP trap monitoring enabled the platform to receive and process events generated by network devices, providing an additional mechanism for detecting and responding to infrastructure issues.
  • Scalable User & Ticket Management: The implementation was configured to accommodate the required user concurrency and ticket volume, ensuring that the ITSM environment was appropriately sized for EPFO’s operational requirements.
  • Reporting & Lifecycle Management: Percipient ITSM supported structured ticket lifecycle management and reporting, enabling teams to track service requests and incidents through their respective stages while maintaining operational visibility.
  • Plug-In & Custom Reporting Capabilities: The solution catered to standard platform capabilities with the flexibility to support plug-ins and customized reports, allowing the implementation to address EPFO-specific operational and reporting requirements.
  • Faster Time-to-Value: By leveraging standard NMS and ITSM capabilities with targeted customization, the implementation enabled EPFO to establish the required monitoring and service management environment without unnecessary complexity.

Bringing Visibility and Efficiency to IT Operations

The deployment of Percipient NMS and ITSM provided EPFO with a centralized framework for infrastructure monitoring and IT service management.

01
Availability reports that previously required manual compilation are now generated and delivered on schedule, providing EPFO with reliable and timely visibility into infrastructure availability.
02
500 devices were brought under centralized monitoring, providing unified visibility into faults, availability, and performance across the monitored infrastructure.
03
The monitoring environment enabled the team to move from reactive to more proactive operations by using alerts and performance trends to identify potential issues before they are reported by users.
04
The ITSM environment supports the required level of concurrent users and ticket volumes, enabling service management operations to scale with EPFO’s requirements.
05
Structured ticket lifecycle management provides a consistent approach to tracking and resolving service requests and incidents, while flexible plug-ins and customized reporting support EPFO’s specific operational requirements.
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