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Report
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 withmanufacturing
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

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