CLIENT

A leading medical systems company in the U.S.

BUSINESS CHALLENGES

 

 

The company wanted to:

 

  • Reduce cost and increase coverage
  • Avail of IT infrastructure in high numbers
  • Implement information technology infrastructure library(ITIL) framework
  • Find a single vendor to manage end-to-end infrastructure stack
  • Enhance customer satisfaction and reduce mean time to repair (MTTR)

OUR APPROACH

 

Our services included:

  • Service desk
  • Data center hand/feet support
  • Collaboration services
  • Backup
  • Server management
  • Voice & network management
  • Critical incident management
  • Network operations center

 

Starting from 2010, we began the transition to a dedicated model. In the next two years, we implemented ITIL standards, documented processes, and set up a knowledge management repository to meet the service-level agreement (SLA).

 

 

In 2012–2014, we worked on:

  • Improving system availability
  • Increasing the backup success rate to 99%
  • Globalizing regional processes
  • Modifying business process documents
  • Improving responsiveness
  • Centralizing the service desk
  • Improving first call resolution (FCR) to 90.45%
  • Introducing significant automation
  • Exceeding all SLAs significantly
 
 

In 2014–2016, we:

  • Shifted from a dedicated full-time equivalent model to a fully managed services model with leveraged resources
  • Leveraged model enabled shift left, self-help initiatives, and increased coverage resulting in improved service quality and reduced cost/efforts
  • Reduced MTTR and consistent experience with automation for operational maturity
  • Focused engineering hours primarily on driving innovation, strategic programs, and continuous improvements
  • Focused project hours on maintaining environment current and executing critical projects to introduce new technologies

 

VALUE DELIVERED

  • Improved the incidents’ average MTTR to 4.73 hours against an SLA of 24 hours
  • Implemented ITIL processes for incident management, change management, and problem management
  • Reduced the number of critical incidents caused due to human errors or failed changes to zero
  • Improved FCR for in-scope services from 66% to 90.45% in three years
  • Prepared 530 knowledge articles and 150 SOPs in the first two years
  • Transitioned from a dedicated model to a managed services model leveraging resources successfully
  • Maintained end-user customer satisfaction score above 90% for the last two years consistently