| CRR's is well equipped to provide support
and maintenance service for products and applications.
A well-educated low-cost offshore labor force.
The network support group at CRR's provides round-the-clock
security, infrastructure and ensures lowest downtime in the
communications link.
24/7 continuous service provided by 4 teams in turn.
Our technicians are stable and patient. They are able to get
familiar with your applications very soon to provide services
in the shortest time.
A case study.
Customer ::
Client is a global company with operations
in the U.S., Asia. and is a leading Internet infrastructure
services provider. Client offers managed Internet services,
including dedicated, remote and broadband access, Web hosting
and Internet security.
Challenge ::
Client's network infrastructure consists
of networking within its data centers and its Tier 1 Internet
backbone, interconnecting the data centers and the sites they
host to all major networks on the Internet through extensive
high-speed, inter-provider interconnects.
Network, Firewall and VPN support is offered
by the client to the customers as part their services. In
addition client also provides 24 x 7 support for the systems
that is hosted by the client. The calls are received by a
Level 1 helpdesk and routed to the appropriate Level 2 support
groups in the respective areas.
Client wanted a portfolio analysis done on
his support delivery for the above services and suggested
a framework for providing support from offshore.
Solution ::
CRR's consultants conducted a 2-week study
of the support environment and adopted the following approach:
Understanding of operations, logs and checklists
used by the support teams.
High level study of the tools, processes used by client.
Understanding of after office hour operations and approach
to resolve escalations.
Study of processes / documents used by different groups.
Study the call distribution for the various service windows.
Event management procedures.
Study the metrics and service levels required.
Arrive at an effort estimation based on the data collected.
The scope work including the areas to be supported and the
services to be delivered was arrived at including the link
bandwidth and tool requirements. A detailed migration approach
was presented at the end of the study, along with the manpower,
service windows and roles/responsibilities.
Network, Firewall/VPN and Datacenter systems
(UNXI/NT systems) were identified as areas that could be supported
from an offshore support center. The understanding of the
support environment along with the various event management
procedures that needs to be adopted/changed was presented
to the client.
Benefits ::
Customer was provided different service options of providing
support and hence was able to see the pros and cons.
The modified event management solution was provided which
would suit the hybrid support environment.
The effort and timelines for the setup of the support service
was arrived at
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