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