Client Overview :
Company is a leading global provider of technology products and services to the travel and transport industry. It delivers financial, commercial, cargo, and analytics solutions designed for a world on the move. It serves as a strategic partner to more than 400 airlines, travel agents, and shippers.
- To have a smooth transition framework which is transparent, efficient, and provides faster stat of business from the existing vendor
- To have better resource management, uptime, and SLA
- To have a dedicated and effective Ticketing system for incident, SLM, and tracking assets information
- Delivery Model – Providing end-user support in Mumbai, Thane, Goa, Pune regions and Dubai support from Mumbai
- Service Window: 12×7
- The transition from existing vendor with documentation (SOPs and Runbooks)
- Onsite 12×7 End-user Support, Asset Management and Service Desk Support, Support for Onsite DC Servers, and provide complete Vendor Management
- AMC Support for all IT devices i.e., Desktop, Laptops, Servers, Router, Tape Library, Switches, etc.
- Deployment of Tools for Ticketing System, Asset Management, Password Management, and Server Monitoring.
- L1/L2/TL Support, Incident Level Management, SLM, and Problem Management
- Single dashboard view, Integrated Ticketing Management system
- 100% availability of onsite resources
- Improvement of SLA year on year with 95%+ achievement on agreed SLA
- Process standardization and update documentation
- Creation and usage of Knowledge Base (KEDB)
- Trusted partner for additional business like Info Security and Application Development