Tecknodreams Software Consulting Pvt. Ltd. Managing global IT operations using SapphireIMS
Company Profile The company is a global online technology and operations company which transforms customer interactions of large telecom, financial services, retail, technology and travel companies from traditional contact channels such as phone and email to predictive and personalized online interactions. The company manages over 2.5 Billion interactions through its 9 global contact centers and has transformed over 20 million of these interactions into predictive experiences using its Px platform. The company develops online predictive technologies through integration of SaaS and contact center operations which enables them to deliver customer service in real time. The company is headquartered in Silicon Valley, USA, with over 9,000 employees worldwide. It delivers services in nine different languages to customers across North America, Europe, Asia and Australia. Business Challenge Faced a huge challenge to maintain service delivery for distributed customer locations for different service request processes. A very strong workflow implementation on a huge scale of close to 8000+ users with automated work flow state movement and multi level approval Import of users from different locations such as active directory and HRMS database Asset tracking and management along with software/os compliance for all company locations Why SapphireIMS The company selected SapphireIMS as its partner to implement the service delivery process. Since the company has customers in multiple locations, Sapphire MSP architecture was proposed for implementation. TECKNODREAMS SOFTWARE CONSULTING PVT. LTD. PAGE 2
SapphireIMS MSP platform has multi tenancy feature, wherein it is possible to have multiple customers under the same MSP platform. The following section deals with the key challenges unique to the company and how they were effectively addressed by SapphireIMS TECKNODREAMS SOFTWARE CONSULTING PVT. LTD. PAGE 3
Asset Management 1. Define and enforce asset lifecycle policy to monitor and measure the utilization as well as increase the utilization of assets (includes 2000+ desktops across various locations, 80 servers and MPLS interconnectivity between locations) to get the best ROI 2. Enforce software license and policy compliance across the organization SapphireIMS solution SapphireIMS with its agent architecture helped in discovering all IP assets across all customer locations. Asset information like warranty details/ PO details etc for all assets was also captured and tagged with respective inventory. The entire asset life cycle operations were linked with service desk, thereby restricting asset movement/ allocation without a valid service request. The inventory information helped the company in reconciling the OS and the software licenses against the procured licenses. Service Delivery 1. Enforce the various service delivery processes defined across customers and enable the technicians to adhere to the same and deliver through it. Monitor the performance and efficiency of the technicians. 2. Monitor and assess if the service delivery provided by the IT team is as per service level agreements with the ability to measure the SLA s of service delivery 3. Ensure work flow implementation and multi level approval of service delivery processes 4. Import service delivery user details from different sources such as active directory and HRMS database 5. Generate Daily, Weekly and Monthly reports automatically from the system for different stake-holders (Technician, Manager, CIO, Vendor Manager, etc.) SapphireIMS solution The Company is using SapphireIMS to facilitate service delivery management for a range of services across different customer locations. The service delivery framework provided by the Company was mapped into the SapphireIMS work flow framework. The service delivery framework unique to the Company consisted of 1. Audit Checklist Process 2. Risk Assessment Process 3. Security/Compliance Incident Management Process 4. Audit Funding Closure Process 5. Recycle Bin Project 6. Root Cause Analysis 7. Work flow management This work flow is apart from the standard ITIL process workflow of IT incident and IT change management. Each customer process is mapped as a unique work flow in TECKNODREAMS SOFTWARE CONSULTING PVT. LTD. PAGE 4
SapphireIMS. The project based configuration model supported in SapphireIMS ensured that each distinct business process has its own configurations, user access, work flows etc. The service catalog, a list of standard services was prepared and published. This was mapped to the response and resolution time of service level agreements as defined in the system. SLA monitoring, Escalation and threshold notifications for measuring the service delivery performance were defined. Key stake holders were set as escalation points at various levels. The HRMS database was integrated with the active directory so that service desk users from different sources were imported to the SapphireIMS database. Service desk user license provided to accommodate more than 6000 users and 70 odd user roles at present MIS Reports MIS reports were configured as monthly and weekly reports Benefits SapphireIMS work flow customization has enabled the Company to effectively streamline and monitor all work flow processes both IT as well as non-it thus resulting in increased revenue generation. The SapphireIMS MSP setup has enabled the Company to map each of its customers to a particular SapphireIMS MSP server thereby resulting in load distribution and better server management. As a result of asset management, the Company has an up to date record of who uses what, in-stock items of the inventory and asset information of all assets from procurement to scrap. Thus the Company is able to obtain maximum ROI on assets For more details contact: Tecknodreams Software Consulting Pvt. Ltd. #91 & 92, Hemachandra Complex, 7th Main, 4th Block, Jayanagar 4th Block, Bangalore 560011 Phone number: +91-80-26655479 / +91-80-26548474 Fax number: +91-80-41211747 e-mail: sales@sapphireims.com www.sapphireims.com TECKNODREAMS SOFTWARE CONSULTING PVT. LTD. PAGE 5