case study: service desk solutions
Post on 29-Oct-2021
19 Views
Preview:
TRANSCRIPT
CASE STUDY: Service Desk Solutions
About Client
Requirement: Challenges:
Solutions: Benefits:
Global IT consulting company with 8000+ resources spread across the globe providing offshore software development and technology consulting services.
The services provided are 365x24x7 and require high availability of IT Infrastructure.
• 365x24x7 IT Infrastructure Management and Services
• Skilled professionals for on-site support and services
• Asset management • SLA management for 98% resolution• Adherence to new technology for service
improvement
• Infrastructure Migration was in process• Adherence to the environment• Identification of Critical Assets• No documentation of the environment available
Strategy:i-Source developed “SMART” metrics for IT Infrastructure management.
Service Management:Adopted ITIL based processes for different service levels and resolutions for SLA improvement.
Asset Management:Developed and implemented tools for managing IT assets.
Transition:Defined and implemented collaborative transition model.
Documentation:Developed SOPs, policies and operation manual.
Training:Conducted knowledge management training for improvement in service quality and new technology.
Improved Service Quality
Improved Productivity due to Automation
New Technology Adoption
Skillful Operations Support
top related