Overview
Client is UK based large insurance platform provider having more than 25+ customers using their services which includes platform usage, maintenance and helpdesk support services.
Client Challenges
- Multiple interpretation of service levels
- Lack of clear triage ownership
- Ineffective management communication
- Service deficiency leading to end user defections
Our Solutions
- Data collected from 3 months operations to assess the pattern of severity 1 tickets
- Templates were developed to identify reasons causing delays in average resolution time
- Trend analysis was performed to understand the pattern of delays
- Cause & Effect analysis & RCA done for findings
- Prioritized the sequence of problem resolutions
Benefits Delivered
- Reduced impact on business due to failure or disruption in IT Services
- Empowerment through near real time situation awareness
- Proactive intervention to prevent P2 to P1 conversions
- Improvement in perception of responsiveness
- Eliminate human error through tool automation
- Automated notification & escalation to improve triage reaction time between stakeholders
- Process improvement for management communication
- Oversee Business Impact Assessment and monitor major IT