Providing Infra Managed Services Support to Customer by leveraging People, Process and Tools

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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.

Definition

  • 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

Solution

  • 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

Impact

  • 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