Dedicated OPS team setup in 24×7 model

Our Customer was struggling with a large number of tickets, unavailability of support team (only 8×5 model) which caused not meeting SLA and lack of service improvements and ownership.

SLA compliance: These issues led to missed SLAs and a lack of service improvement and ownership.

Which actions have been taken by C&F?

• We introduced dedicated operations team in 24×7 support model in just 4 weeks with defined R&R (Service Delivery Manager, Service Desk Manager, Incident Manager, Compliance & Quality Documentation Manager)
• We took full responsibility for E2E service SLAs
• We triggered the service improvement process and implemented monitoring tools to prevent interruptions in data and service delivery to end users
• We increased knowledge and scope of L2 team’s support which took responsibility of deployments

• A significant increase in internal tickets (due to monitoring tools) and decreasing trend of end users’ tickets

• Our dedicated operations team in 24×7 achieved a response SLA of 99,6% and resolution SLA of 99,3%
• A significant increase in the number of deployments performed by the L2 team