Success Stories
Providing multi-year co sourcing model to a Fortune 500 semiconductor company providing Application Support and Maintenance, Infrastructure Management Services and Help Desk Services
The Client is a $ 5 bn global supplier of integrated circuits for the Personal and Networked computer and communications markets
Business Problem
The client was challenged to continually reduce its costs of operations, while striving at the same time, to develop a culture and a cost structure that is operationally flexible towards peaks and downturns in demand. Outsourcing non core IT Activities formed a key part of this strategy
Area of EngagementSAP ASM &Infrastructure Management
Solution- Co Sourcing Model
- Applications management and helpdesk
- SAP R/3 support
- Adexa, Ariba, Informatica, Remedy, Control
- Custom Mainframe and UNIX legacy systems
- Custom Web Based systems/Client Server applications related to Sales, Quality and Manufacturing
- L1 to L3 support for all of the above
- Infrastructure management service
- Helpdesk services (Level 1 and Level 2)
- Desktop application support
- Desktop services (onsite)
- Email and calendaring
- LAN/WAN management
- Security support
- Tool implementation
- Server, storage & data center administration
- Reduction in the number of Help-Desk Analysts because of cross-skilling
- Integrated ITIL and BS15000-compliant Help Desk processes
- Cost Reduction because of reduced overheads
- Enhanced communication between support staff
- Faster resolution times, no brain storming between application and infrastructure teams
- Reduction in the number of bounced tickets
- Closer coupling with infrastructure support
