Case Study - RIM :: Precision Techserve (Telecom)
Client Overview:
Precision Techserve's client is a Joint Venture between a French telecom giant and the leading telecom R&D organization owned by the Government of India. This joint venture company is aimed at establishing a global R&D center, dedicated to broadband wireless access. The French partner are leaders in fixed and mobile broadband networks, and shall power the Joint Venture to enable to come up with an optimum solution for the local carriers to build a user-centric broadband infrastructure for Indian consumers. Subsequently, these adapted solutions are focused towards usage in other high-growth economies worldwide.
The client has about 500 engineers working on various telecom projects. They have a heterogeneous IT environment with Microsoft Windows, Linux and Solaris Operating Systems, Cisco networking and Information Security elements to support their business functions.
IT Support Challenges:
Being a Research & Development organization in the telecom space, high availability of IT infra-structure including networks, servers and clients are critical success factors that determine their productivity and in turn the results. They were looking for a service provider who would "partner "with them to meet their strategic objectives. They were looking for the following traits:
- High degree of flexibility at every stage of support.
- Easy access to Senior Management for quick decisions & actions.
- Stringent adherence Service Level Agreements (SLA) and measurements using metrics.
- Transparency and accountability.
- Industry standard Processes and practices.
Precision Techserve Solution:
Precision Techserve had performed an exhaustive due diligence on the entire Service Support needs of the client as part of the pre-sales process and had defined clear goals in alignment with the client's needs. On winning the engagement, the first step was transition from the current service provider and this was accomplished in 4 weeks flat. The transition was smooth and effective with zero impact to users.
Precision Techserve provides the client a Hybrid IT Support model comprising of Onsite and Remote Management to ensure effective management of the various support tasks.
There is an on-site support team that provides the complete incident management from User Level Support leading to problem management activities. The onsite team handles
- Level 1(L1) support which is essentially a technical service desk offering ticket management, basic diagnosis and assigning tickets to Level 2 as needed.
- Level 2 (L2) support comprises of senior engineers who diagnose, fix and restore services. Any unresolved incidents are escalated to Level 3 (L3).
Escalated incidents (L3) are escalated to Expert level Engineers and Subject Matter Experts whose support is provided from "Global Competency Centre" (GCC). These experts handle complex issues as well as product specific issues and also co-ordinate with manufacturer's support, whenever required.
Business Benefits:
Improved Service Operation
Proactive 24 x 7 monitoring of Network, Server and Security elements helped in improving the uptime and thereby increasing the productivity.
Process Orientation
Precision Techserve's GCC is ISO 9001 certified and its service support offerings are based on the ITIL framework. This has resulted in improved processes and productivity.
Service Levels Agreement that is Measurable
Precision Techserve has been able to not only adhere to the committed service levels, but also provided visibility to the client management through reports and dashboards. These measurements also help in on-going process improvement measures.
Cost Benefit
The client has been able to bring down the cost of support thanks to a transparent pricing system, pro-active monitoring and increased productivity - all of which has directly helped to save 20% on Asset Maintenance and about 40% in Service Support areas from the previous service provider.
