Need
- Provide 24×7 application support for FI, CO, SD, MM, HR, SAP PORTAL Apps, Inhouse developed apps, interfaces with other systems, mobile applications
- Transition from existing vendor
Solution
- Provided ‘Managed Service’ linked to SLAs
- Also set up a shared and experienced team to provide support at various stages (L1 Support – helpdesk & user authentication, L1.5 Support – Monitoring and Administration, L2 Support – troubleshooting & user queries, L3 Support – report, interfaces, enhancements)
- We made sure that ITIL Compliant processes are established
Outcome
- Transitioned with zero risk to business. No business escalations during transition
- Meeting SLAs month on month
- Faster resolution for business-critical issues
- Cost reduced by 20% from the previous contract
