Unlocking Excellence: 95% SLA Performance Powered by Seamless IT Transition and Unmatched Onsite Support
Overview: The client is a leading global technology provider
in the travel and transport industry, founded in
1976, delivering financial, commercial, cargo, and
analytics solutions to over 400 airlines, travel
agents, and shippers. They needed a seamless
IT outsourcing transition to improve resource
management, uptime, and SLA performance.
Objective: The client needed framework for a smooth IT outsourcing transition, prioritizing transparency and efficiency as part
of rapid business continuity from their existing vendor. The primary goals included achieving over 95%+ SLA
compliance, ensuring 100% availability of onsite resources. Additionally, they aimed to implement a dedicated 12×7
ticketing system for effective incident management, service level monitoring, and asset tracking.
Business Challenges
The client faced critical challenges in their IT operations, impacting business efficiency and service reliability.
Inefficient Vendor Transition: Lack of a structured transition framework, leading to delays and business disruptions
Resource Management Gaps: Difficulty in ensuring 100% resource availability, causing service interruptions
Service Quality Concerns: Inconsistent SLA performance and limited visibility into service metrics
Fragmented Ticketing System: Absence of a centralized system for incident management, SLM, and asset tracking
The Solution
We leveraged our expertise in transitioning IT outsourcing processes to deliver a robust 12×7 end-user
support across client global locations, with remote assistance managed from a centralized location. Our team
implemented a centralized ticketing system to streamline incident management, monitor service levels, and
track assets, providing real-time visibility and accountability. To standardize operations and maintain service
consistency, we also established a comprehensive knowledge transfer process that included standard
operating procedures (SOPs) and runbooks.
Value Delivered
Our solution provided measurable improvements in the client’s IT operations, ensuring enhanced efficiency,
transparency, and service reliability. The seamless transition and proactive resource management significantly
boosted service performance while reducing operational risks and downtime. By aligning our strategies with their
goals, we ensured a clear path for future growth, solidifying a strong partnership built on trust and success.
100%
Onsite Resource Availability, Eliminating staffing gaps
95%+
SLA Compliance ensuring consistent achievement of targets & service reliability
9Yrs
Centralized dashboard for realtime service tracking and performance metrics