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Intro To: <Customer name>
Transformational Local IT Services provider Driven by Passion &
Empowered Employees
Solution Champ (Security) DQ
Channels
Top Solution Provider
DQ Channels
Honoree – Channel World
Premier 100
Best Under a Billion
Forbes
Best Managed Service Provider
CRN
Best Service Provider
DQ Channels
Allied Digital – Who We Are
Born in 1984
with IT
Infrastructure
DNA
One-Stop
Business
Partner for
Enterprise &
Business IT
Over 3,500+
Skilled,
Certified &
Passionate IT
Professionals
ITIL
Service
Delivery
Framework
Operate 190
Locations, 35
Countries
Across the
Globe
Local IT
Service
Provider
Recognized As Best Under A Billion By Forbes
2
Allied Digital – Who We Are ( Financials)
Revenues over USD
175 Million
110,000+
Sq.
Feet Delivery
Facilities (2) in
CA, USA; More in
India
YOY EBITDA Growth of
50%
ISO
Certified
Development Center,
NOC & SOC
EPS and Revenue
Growth of More Than
25%
Listed in Major Stock
Exchange
Reasons Why Allied Digital - Benefits
Sensitive to local
culture
Infrastructure is our
DNA
Small enough to care
and big enough to
deliver
Designated Hyper-care
team
Very creative,
innovative and
localized HR
practices
US Datacenters in
Irvine CA and Las
Vegas, NV
4
More Reasons Why Allied?
In-house developed
Industry standard
Tools platform
(ADiTaaS)
Strength in
technology, services
driven approach and
empowered employees
Transparency and
Flexibility in
engagements
Regionally aligned
Account Management
Team
Matured & DR enabled
Global delivery
centers
USA, UK, Singapore,
Australia, India
ADiCube 2.0 - Our Core Offerings
ADiTaa
ADiUse
Operations
Endr User
S
Tools Platform
Services
ADiInsi
Video
ght
Surveillance
&
Access Control
ADiClou
Cloud Services
d
ADiInf
Infrastructure
ra
Services
ADiApp
Application
s
Services
6
Sample TOM Architecture in ADiCube 2.0
IT Infrastructure
1
IT End Users
2
Events
Contacts
Network &
Security (NSOC)
Smart Hands,
Break-Fix & IMAC
Service Desk
LAB/
Engg Tech
Deskside
Services
Applications
Remote (US, UK or IND)
Remote & Onsite
Facilities
3
Shared or Designated
4
Incidents
Onsite
L1 Support
L2 Support
L3 Support
Cross Functional Services
Events
S S L L C factors decide boxes
Command &
Control Center
App Ops
Application
Support Services
Legend:
AV/ Phone
Tech
Emergency
Response
Critical Incident Mgmt.
Svc. Readiness
IT Operations Tools Platform (ADiTaaS Optional)
Network
(Voice &
Data)
Storag
e&
Backup
Database &
Middleware
Windows,
Unix &
Legacy
App Dev
DevOps
Cloud Mgmt.
Tools Admins
Service
Management
Delivery
Managers
Hiring &
Retaining
Transition &
PMO
Procurement
Business
Relationship Mgr.
GRC
Security
Hyper-Care
Quality
Training and
KM
Build Team/
Architects
Depot & FSL Services
ADiTaaS – In-house Developed Tools
• ADiTaaS was developed to help ADSL with its own service
transformation
• ADSL a leader in infrastructure services required an
integrated delivery solution.
• ADSL required NOC and SOC services to be integrated with
ITSM processes
• ADSL a leader in providing GSD services, required ITSM
modules like incident management, service request and
knowledge base for it's daily use.
• ADiTaaS was an ultimate solution that was developed to
meet all the above needs , using a simplistic and scalable
design and architecture.
Pink
Cloud or OnEnabled
•Mobile
ADiTaaS
with its integrated
solution, now is used
by 90+ in
Verification
premise
ADiUser – End User Services
Allied Experience
• 250K Devices
• 300+ Languages
• 24 /7 /365 Coverage
• 1.5 Million+ Calls
Entry Point to End User &
Branch/Store Incidents
1. GSD ( Global Service Desk)
Domestic
From
Americas
Hybrid
(Onsite/
Offshore)
2. Remote User-Device
Management
Remote
Support
Patching
Asset Mgmt
Security
Offshore
per Annum
Policy Mgmt
MDM
• 98% US Zip coverage
• Smart phone
3. DSS,IMAC & Break-Fix
(Strong in USA and India)
CORP:
Dedicated
Desk side
Support
IMAC & Breakfix
STORE:
Dispatch
Support
• Transformation Services
• Store in Box
• Config Center
• GSD in Cloud
Legend
OP’s Preferred Partner
9
ADiInfra – Infrastructure Services
• 250K Devices Supported
Entry Point Infrastructure Events
• Datacenter in Las Vegas
Global Centers, 24x7x365
NOC
(Monitori
ng)
DC
Operatio
ns
SOC
(Security
Monitoring
&
Management)
Managed
Hosting
Devices and Services Management
(ITSM, ITSA)
Solution Architecture
Wintel/
Lintel/Unix
Firewalls
DC facilities
Storage
Backup & DR
Voice Network
Data Network
Infra Apps and
Business Service
Management
AD/Emai Collabo
l
ration
SAP
Basis
DBA
Contact Centers
• Second Datacenter in
Southern California
• Industry Tools Integrated
with ITSM Platforms
• Cloud Architects
• Datacenter Transformation
Specialists
• Rapid Deployment of Staff
Availability. Performance.
Capacity
Global Depot Services for Customers
• ADiPlant is 50K sq ft factory in
Riverside, CA
• We have Depot in India
• Europe and China will leverage
in country customer facilities
• Labor for all locations will be
provided by Allied Digital
• Dipot Services for all locations
will leverage physical space
from Customer existing
facilitates - Assuming 500 Sq.
Ft space per countries with
larger number of stores
• Each Depot will function as
ADiPlant methodology
Large
deployments/
Rollout /
Returns
According to state
defined laws
7. Asset
Disposal
1. Product
Receiving and
Labeling
2. Staging /
Long-term 50K Sq ft
Warehousing
area
6. Inventory
Management
5. Field
Deployment
& Rollouts
Certified professionals
I M pcs receiving
capacity
3. Config
Center
(Imaging)
4. Shipping
& Tracking
200K pcs shipping an year
Capacity to do
20K Config. a
month
ADiApps – Rapid Application Deployment
SaaS
Offerings
Warranty
Industry Solutions
Ready
Solutions
Custom
Product
Development
App Support
Onsite/
Remote
Model
Management
Warehousing
& logistics
Areas Of Expertise
CRM Solutions
Business
Intelligence
Portals & CMS
Legacy
Modernization
Application
Security
ERP
Implementation
Systems
Integration
Mobile Apps
,
Mobile
Workforce
Solutions
Specialty
Open
Source
Technolo
gies
Managed
Applicat
ions
Business
Process
Automati
on
RAD, Agile. CMMi. Enterprise
Digital
Signage
& Video
Conf
Sales Force
Automation
Facility
Access
Management
ADiBoard - Transition Methodology
Sales
Sales + PMO + Operations Team
Steady State
DSS & IMAC Transition
Assessment
Development
Entry Criteria: Business
Requirement
Process:
• Sales Due Diligence
• Business Requirement
Understanding
• Co-Create Solution
• Finalize Statement of
Work
Exit Criteria: Executed SOW
Transition
Operations
Entry Criteria: Executed
SOW or LOI
Entry Criteria: Transition
Project Plan
Entry Criteria: Transition
Completion Sign-off
Process:
• Operational Due Diligence
• Project Kickoff Meeting
• Develop Transition Project
Plan
• Validate Statement of
Work
• Establish Connectivity
• Establish Facility
Readiness
• Resource Initiation
• Conduct Client Ongoing
Meetings
• Design Process
• Data Analysis and
Configuration
Process:
• Implement Plan
• Knowledge Transfer
• Data Analysis
• Develop/Update SOPs
• Initiate Reporting
• Demonstrate
Readiness
• SLA Observance
Process:
• Run IT Business
• Monitor and Manage SLA
• IM, PM, CM, SACM
• Continuous Process
Improvement
Exit Criteria: Transition
Project Plan
Exit Criteria: Transition
Completion Sign-off
Ongoing Operations
Sales and Consulting
Field Services Transition Plan
• Deploy an Experienced
Transition Team
• Provide End-to-end
Process Documentation
• Utilize Step-by-step
Transition Plan and
Schedule
Exit Criteria: N/A
• Continuous Monitoring
Each LOB(e.g HR) Utilizes Respective Project Plans to Transition Service for Client
Multiple Templates, Formats, SOPs
and Quality Management
13
Allied Digital Sample Clients – Strictly Confidential
BFSI
Retail
Manf
Gov
IHL
MPE
Edu
14
Allied Digital Sample Clients – Strictly Confidential
BFSI
Retail
Manf
Gov
IHL
MPE
Others
Case Study – Taco Bell
About
• Yum! Brands, Inc. is a Fortune 500 corporation that
operates or licenses Taco Bell, KFC, Pizza Hut, Wingstreet,
Long John Silver's, and A&W restaurants.
•
Worldwide revenues of $13B
•
Taco Bell has ~4600 stores in US
FS
Challenges
4500 Plus Stores
Multiple service providers
High cost support model
Inflexibility
Lack of transparency
Poor performance
Inefficient use of store managers time to trouble
shoot issues across multiple vendors
Approach
Worked to develop a Single Service Provider
(SSP) model to drive efficiencies
Created a transparent cost model to help
achieve clients cost reduction goals
Identified “best of breed” solution providers
vs. manufacture services
Results
Single Source provider model
Annual savings in the millions - 25% of
previous spent with multiple vendor model
Improved store build & rebuild times
Improved response time
Increased systems up-time
Increased per store sales revenue
Case Study – SCAG
About SCAG
750+ Servers, 3 generations of SAN
100 High Performance Workstations
Aging Infrastructure, Outdated Data enter
No DR
Objective – IT transformation and 5 year managed
services contract (RFP)
Planning apps, DBs, Exchange, Sharepoint etc
Approach
Challenges
Insufficient documentation
Informal IT policies and procedures
Almost 24x7 active jobs
Non existent technology standards for
procurement
Sub-optimal workstation usage
Complex provisioning for scalability
No security policy
Results
Tools-based rapid discovery and CMDB update
Improved IT value
Standardized PC patch and Antivirus management
Architecture optimization and DC move
Transformation - Data center hosted in state-ofthe-art Las Vegas Super NAP
Disaster Recovery with RPO/RTO of < 2hrs
ITIL standards based Service Delivery
Over-the-wire P2V of servers with low downtimes
Improved service levels
GSD, NOC, SOC, RDMS
Case Study – Union Bank
About Union Bank
15 Key Business Centers, 450 Branch Locations
9,000 Employees, 2500 Contractors
20,000+ PCs, 3500 Servers, 2100 Printers
Top 15 U.S. Banking Group
Objective – Top 10 U.S. Banking Group by 2017
Approach
Challenges
Insufficient documentation
Informal IT policies and procedures
Complicated SOW/EMF procedures
Strict technology standards for procurement
Complex provisioning for scalability
Strict security policy
Results
National dispatch to all locations
Improved IT value
Project, daily operations, and TM support blended
structure
ITIL standards based service delivery
Onsite dedicated PMO for easy engagement
Cost competiveness
Improved service levels
Case Study – Carter’s
About carter’s inc.
Apparel Manufacturer
8,600 employees globally
Mission Critical Environment
Approach
Facilitated Total Case Management
Developed phased transition
Centralized support model, “train-the-trainer”
approach.
GSD
Challenges
Cost of In-house solution was too high
Needed 24x7x365 centralized support
model.
Streamline technology services
Required Vendor Management Services; POS,
Printers, etc…
Results
Increased Customer Satisfaction and Vendor
satisfaction
ITIL standards based Service Delivery
Increased Service Desk calls from 2100 to 2800.
Case Study – Columbia Sportswear
About Columbia Sportswear
GSD
Challenges
Global Company with manufacturing and
distribution facilities spanning 3 continents
Service Delivery Gap in after-hours support
About 5,000 employees globally
Inefficient utilization of higher-level resources
Approach
Results
Provided GSD Support from 6pm-6am
(After-hours)
Transitioned from After-hours support to
overflow
Created Dedicated Skill-Set and Processes
for Outages and VIP Support.
Decreased Executive and Outages downtime
GSD, NOC, SOC, RDMS
Case Study – (Army Corps of Engineers)
About Windstream Support for Army Corps of
Engineers
3,000+ Servers, 350+ Sites Nationwide
24x7x365 Support
Peripherals (Storage, and other devices)
supported
Planning apps, DBs, Exchange, Sharepoint etc
Approach
Challenges
Informal IT policies and procedures
Almost 24x7x365 active jobs
Parts procurement for aging equipment
Complex provisioning for scalability
Tight security policy
Warranty support validation for equipment
Results
Rapid solution for break – fix issue
Improved IT value
National dispatch to all locations
ITIL standards based Service Delivery
Customer access to CRM ticket creation and update
Improved service levels
Blend of contract coverage and T&M support
Cost reduction
GSD, NOC, RDMS
American Dental Partners
About American Dental Partners
441+ Servers, Dell compellent SAN environment
4400 Workstations over 300 locations
Data Ctr., Minneapolis, MN. DR Data Ctr., Boston MA
Average 3200 service desk calls monthly
5 year managed services contract
Dental imaging apps and software DBs, Exchange,
SharePoint etc.
Approach
Challenges
Providing services to the client at their desired price
level
Upgrading enterprise operating system upgrade in
nonstandard environment
Bridging communication between service groups and
client
Antiquated network with super scopes issues
Contract renewal (potential of new outside bids).
Results
Providing hardware, software data analytics to provide
inventory and software license control.
Provided reduction of service costs via volume
discounts
To improve and assist customer with vulnerability
patch compliance and software deployment
Bringing standardization to the environment via
operating system.
Remediate contract renewal 2015
Strengthen communications between service groups
and customer via weekly touch point meetings
Active Directory integration with CRM ticketing system
GSD, NOC
Case Study – Infinia
About Infinia
Challenges
2 locations – Kennewick, WA and Ogden, UT
Low funding from PE, IT budget cut
Data center poorly setup
Due to PE acquisition, critical IT staff had left
No IT staff left
No formal documentation
No processes
Out of warranty infrastructure with frequent outages
Exchange/AD, Sharepoint, databases, apps
Aggressive PE optimization plan
Approach
Rapid discovery/reverse engineering
Cleaned-up server, AD setup
Improved reliability and uptime
Moved data center to Ogden
Optimized network, backup
Implemented managed services
Onsite Helpdesk Agent and Deskside Support
Results
Best practices based improvements
Improved services levels
Cost savings – 30%+
Transitioned from in-house and 3rd party provider
Implemented GSD within 45 days
Developed SOPs
Staff Augmentation to replace outgoing IT management
Application Design, Development and
Management
Case Study – EQECat
About Eqecat
Challenges
Subsidiary of ABS Consulting Group
Short development timeframe
Risk management software provider for insurance, reinsurance and
financial clients
Limited resources
Risk modeling services for catastrophic events
Unsuccessful introduction of a new technology
Innovation is critical for business
Distributed resources
Legacy Architecture
Development Teams located in Irvine and Oakland
Approach
Results
Proof of concept for new architecture
Standardized client’s architecture and development platform
Technical Leadership for the team
Seamless integration with other modules
Industry Standard Tools and Frameworks
Provided cost effective, high quality development resources
Agile Software Development
Project (RQE) completed on time with 100%
satisfaction.
Unlimited pool of development resources
customer
ADiInfra
Case Study – Nike
About Nike –
Challenges
Leading athletic apparel manufacturer
Very high availability requirement
370 stores globally
Infrastructure distributed at stores in addition to the data center
Exchange/AD, network, databases, apps, virtualization, handheld
devices, payment terminals, kiosks, ticket printers, loss-prevention
systems, work force management systems, etc.
Coordination with local vendors
Approach
Staffing with engineers with 15+ years experience
Structured orientation program
Effective communication and documentation procedures
Formal Project and Delivery Management
Monthly reviews and brainstorming
Backup resource pool
Proactive support a must
PCI-compliance
Results
Cost savings
Transitioned from in-house support
Improved service levels
Nike management can focus on strategic business rather than IT
infrastructure
Case Study – Lam Research
About Lam Research
Global Company
Global Company withmanufacturing
facilitieswith manufacturing facilities
spanning 3 continents spanning 3 continents
Rely on external service
to run their
providers
Rely on external
service providers to run their
IT business processes andITinfrastructure
busines
Evolving business model and company
acquisitions
Challenges
Incumbentservice
service provider
failures (high
Multiple
providers
costs,
inflexibility,
lack
of
transparency,
poor
High cost support model
performance)
Inflexibilit
Lack of transparency
Inefficient
utilization of higher-level resources
Poor performance
continues
improvement
Requires
Inefficient
use ofchange
store and
managers
time to
to
processes
and
systems
trouble shoot issues across multiple vendors
Requires on-demand scalability
Approach
Began process auditing, implement system changes, and maintain and improve
the Quality Management System
Regular Customer Satisfaction and NEFCR
reviews, pushed for tasks from other vendors
Rapid and scalable integration with customers
ever changing business needs
Results
Solid performance history = perfect choice during 50% growth
Integrated customer survey system & feedback
audit process
Doubled overall FCR in a span of 18 months
(~30% to ~60%), Projected annual savings of $1.1M
Transitioned help desk from 3rd party provider
NOC
Case Study –
Mindspeed
About Mindspeed
Challenges
Semiconductor manufacturer
Incumbent contract had ended already
550 employees around the globe
Lotus Notes environment undocumented and out-of-support from OEM
Undergoing IT Transformation
Mix of Blackberry, Sametime, Traveler, Domino and Emailxtender
servers
Mission critical Lotus Notes Environment
Servers running old OS versions
Approach
Results
Facilitated transition for on-boarding
Seamless transition from incumbent
Minimized disruption of service
ITIL standards based Service Delivery
Performed “as-is” knowledge discovery
Improved service levels
GSD, RDMS, NOC, Data Center Virtualization
Case Study – Lone Star
About Lone Star
Challenges
500+ Servers, older SANs
Almost 24x7 IT availability required
200+ restaurant locations, 3 regional offices
Due to PE acquisition, critical IT staff had left
Dynamic IT due to stores closing/opening
No formal documentation
Data Center in Tornado risk area (Wichita , KS)
Out of warranty infrastructure with frequent outages
Unpredictable cost, non-optimal resources pool
Aggressive PE optimization plan
Exchange/AD, Sharepoint, databases, apps
No automated tools to push updates
Approach
Results
Deployed specialist team
Improved IT value with Transformation
Service Desk live within 2 months
ITIL standards based Service Delivery
Mixed approach P2V using over-the-wire P2V and transition
servers
Improved service levels
Experienced managed services team sets-up new stores (store-ina-box)/back house setup
Built-in DR in Scottsdale, AZ
Data Center moved to our Tier 3+ Irvine Co-lo
100+ SOPs in use
GSD, NOC
Case Study – Infinia
About Infinia
Challenges
2 locations – Kennewick, WA and Ogden, UT
Low funding from PE, IT budget cut
Data center poorly setup
Due to PE acquisition, critical IT staff had left
No IT staff left
No formal documentation
No processes
Out of warranty infrastructure with frequent outages
Exchange/AD, Sharepoint, databases, apps
Aggressive PE optimization plan
Approach
Rapid discovery/reverse engineering
Cleaned-up server, AD setup
Improved reliability and uptime
Moved data center to Ogden
Optimized network, backup
Implemented managed services
Onsite Helpdesk Agent and Deskside Support
Results
Best practices based improvements
Improved services levels
Cost savings – 30%+
Transitioned from in-house and 3rd party provider
Implemented GSD within 45 days
Developed SOPs
Staff Augmentation to replace outgoing IT management
GSD
Case Study – Carter’s
About carter’s inc.
Challenges
Apparel Manufacturer
Cost of In-house solution was too high
8,600 employees globally
Needed 24x7x365 centralized support model.
Mission Critical Environment
Streamline technology services
Required Vendor Management Services; POS, Printers, etc…
Approach
Results
Facilitated Total Case Management
Increased Customer Satisfaction and Vendor satisfaction
Developed phased transition
ITIL standards based Service Delivery
Centralized support model, “train-the-trainer” approach.
Increased Service Desk calls from 2100 to 2800.
Case Study – Omnitrans
About OmniTrans
Challenges
200+ servers, 5 SANs with 50TB data
Budget cuts due to California situation
Aging hardware and data center
Demanding users, used to culture of in-person IT support
Unpredictable IT costs
Out of warranty infrastructure with frequent outages
Ambitious customer service improvement plan
Unreliable network and performance
Exchange/AD, Sharepoint, databases, SAP, apps
Approach
Results
Re-hired key IT staff
State-of-the-art UCS and Dell based infra
On-boarded as-is IT support (excluding apps)
Network upgrade – Cisco and MPLS
Upgraded WAN (hardware and MPLS) and LAN (including wireless)
IT Cost reduction approximately 35%
Data center migration from on-site to Irvine co-location (in progress)
Improved Service Desk and desk side support
RDMS
Built-in DR in Scottsdale, AZ
GSD
Case Study – Lonestar
About Lonestar
152 restaurants nationwide
Approach
Challenges
Insufficient documentation
Informal IT policies and procedures
Needed 24x7x365 support
Needed Vendor Management, end-to-end IT Support
POS Systems, DirectTV, Back-office Support, Store support
Results
Developed Technical Documentation for vendor support and
management.
Transformation - providing end-to-end IT Support
Disaster Recovery response time less than 15 minutes.
Decreased transition time for new stores
Improved service levels and vendor support
ADiInfra
Case Study – Nike
About Nike –
Challenges
Leading athletic apparel manufacturer
Very high availability requirement
370 stores globally
Infrastructure distributed at stores in addition
to the data center
Exchange/AD, network, databases, apps,
virtualization, handheld devices, payment
terminals, kiosks, ticket printers, lossprevention systems, work force management
systems, etc.
Approach
Staffing with engineers with 15+ years
experience
Structured orientation program
Effective communication and documentation
procedures
Formal Project and Delivery Management
Monthly reviews and brainstorming
Backup resource pool
Coordination with local vendors
Proactive support a must
PCI-compliance
Results
Cost savings
Transitioned from in-house support
Improved service levels
Nike management can focus on strategic
business rather than IT infrastructure
Case Study – Taco Bell
About
Yum! Brands, Inc. is a Fortune
500 corporation that operates or
licenses Taco Bell, KFC, Pizza
Hut, Wingstreet, Long John
Silver's, and A&W restaurants.
Worldwide revenues of $13B
Taco Bell has ~4600 stores in US
Approach
Worked
to
develop
a
Single
Service Provider (SSP) model to
drive efficiencies
Created a transparent cost model
to help
achieve clients cost
reduction goals
Identified
“best
of
breed”
solution
providers
vs.
FS
Challenges
4500 Plus Stores
Multiple service providers
High cost support model
Inflexibility
Lack of transparency
Poor performance
Inefficient use of store managers
time to trouble shoot issues across
multiple vendors
Results
Single Source provider model
Annual savings in the millions
- 25% of previous spent with
multiple vendor model
Improved store build &
rebuild times
Improved response time
Increased systems up-time
Case Study – SCAG
About
750+ Servers, 3 generations of
SAN
100 High Performance
Workstations
Aging Infrastructure, Outdated
Data enter
No DR
Objective – IT transformation
and 5 year managed services
contract (RFP)
Planning apps, DBs, Exchange,
Approach
Sharepoint etc
Tools-based
rapid discovery and
CMDB update
Standardized PC patch and
Antivirus management
Architecture optimization and DC
move
Disaster Recovery with RPO/RTO
of < 2hrs
Challenges
Insufficient documentation
Informal IT policies and
procedures
Almost 24x7 active jobs
Non existent technology
standards for procurement
Sub-optimal workstation usage
Complex provisioning for
scalability
No security policy
Results
Improved IT value
Transformation - Data center
hosted in state-of-the-art Las
Vegas Super NAP
ITIL standards based Service
Delivery
Improved service levels
Case Study – Carter’s
About
Apparel Manufacturer
8,600 employees globally
Mission Critical
Environment
Approach
Facilitated Total Case
Management
Developed phased transition
Centralized support model,
“train-the-trainer” approach.
Challenges
Cost of In-house solution
was too high
Needed 24x7x365 centralized
support
model.
Streamline technology
services
Required Vendor Management
Services; POS, Printers, etc…
Results
Increased Customer Satisfaction
and Vendor satisfaction
ITIL standards based Service
Delivery
Increased Service Desk calls
from 2100 to 2800.
Case Study – Columbia Sportswear
About
Global Company with
manufacturing and distribution
facilities spanning 3
continents
Challenges
Service Delivery Gap in
after-hours support
Inefficient utilization of
higher-level resources
About 5,000 employees
globally
Approach
Provided GSD Support from 6pm6am (After-hours)
Created Dedicated Skill-Set and
Processes for Outages and VIP
Support.
Results
Transitioned from After-hours
support to overflow
Decreased Executive and Outages
down-time