Infrastructure and Enterprise Application Managed Services for Global Natural Resources Conglomerate
About the Customer
Client is major Indian-headquartered Global Natural Resources conglomerate with
extensive operations in mining, oil & gas, aluminum, zinc, and energy. Client
produces major portion of India's need of different metals like Aluminimum, Copper,
Zinc etc. and operates from 100+ locations/ sub-locations. IT supports 13+ business
entities of customer having 17K+ end users, 16 K+ laptops/ desktops, 8 instances of
SAP applications, 350+ Non-SAP applications and averaging 15K+ tickets/ month.
Challenges
-
Client was not satisfied with the incumbent supplier managing group IT Infrastructure and Application support for the following reasons:
- Entity Specific Operational efficiency remained poor
- Central Governance was not effective for local needs
- 80% Resources shared model impacted the prioritization of work/ issues
- Cost allocation to entities was not appropriate in-line with services consumed
- Hefty charges levied on the client for additional Change Requests (CR)
- Missed SLAs, 150+ uncaptured tickets and growing backlog of 3.3K tickets (Incidents & Service Requests)
Our Solution
STL Digital used 5W1H Transition Framework model to transition the services in 2
months and brought following solutions to yield better results and customer
satisfaction.
- Hybrid model - Primary team On-site and a remote Shared team.
- Dedicated SMEs assigned to Entities for faster resolution and prioritize business use cases
- Implementation of Proactive monitoring tool to predict issues before reporting
- Focus on Automation (using iRPA, BPA), Documentations and Self-Service (Password Reset, GRC Portal) initiatives
- RCAs and long term solutions done to reduce number of tickets
The Outcomes
0
%
Backlog Ticket Count reduced within first 3 months after transition
0
%
Reduction in incidents/month, from 7k/mo to 5k/mo
> 0
%
Reduction in overall spend of Customer for managing overall Infrastructure, enterprise and non-enterprise application support
0
%
