Excellence in Software Engineering

Success Stories

L2/L3 Software Support and Maintenance

Home | Case Study | L2/L3 Software Support and Maintenance

Client

Leading European IT services company has more than 100.000 employee

Project

Operational L2 & L3 software support and maintenance

Engagement Team

Time & Material
2019 -

Technologies

OTRS, Confluence, Jira JavaScript, Spring, TLS/SSL, SOAP, Restful, React, AngularJS, MS-SQL

Challange

=Reduce operational expense associated with maintaining 12*5 maintenance and support operations
=Improve quality of services and decrease L2 support cost simultaneously in a short timeframe

Solution

=Built a dedicated centralized service desk to support and manage client application (L2, L3) and requirements in an SLA based managed services model.
=Conducted a knowledge transfer and project transition phase to ensure all ICterra support resources have sufficient access, knowledge and confidence to provide a seamless user experience.
=Create a knowledgebase from scratch to increase quality of services.
=Adopted process efficiency driven ITIL framework
=Provides application maintenance & support (L2, L3) service as a package. It increases product quality and employee productivity.
=Define new and business-critical KPI data which is necessary to track performance and quality of service

Result

=Extensive increase in SLA and customers satisfaction rate within 3 months
KSLA score has increased from 90s to 99s.
KCustomers satisfaction rate has increased from 4’s to upper 4,7
=30% reduction in ticket resolution time, major decrease in total support cost by providing package application support, complete knowledgebase, ITIL driven polices, automating of information processing, professional and proactive business approach.
=Transition has been completed within 2 months
=Employee onboarding process decreased from months to days by creating complete knowledge base and efficient communication channel and policies.
=Support strategic decision making process by providing accurate performance & KPI monitoring and management to make right investment between human resources, infrastructure and teams