iTaaS (Infinite Tech-support as a Service) helpdesk for the client provides a “single point of contact” interface for the client’s user community, and coordinates with the client’s support teams and relevant third parties. iTaaS treats everything as a cloud resource empowering us to offer flexible IT services that are supported by multiple delivery models. Problem resolution on our helpdesk ranges from application support and infrastructure support like server, network, OS etc.

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The Customer

The customer is one of the world’s largest computer companies and systems integrators. This company’s history in Singapore dates back to 1953

Challenge

There was a need for a centralized function to act as the single point of contact for the customers end-users who required IT assistance for the resolution of problems, concerns, question and requests of IT services via telephone, and email for the Singapore region.

Solution

The solution was built with the iTaaS framework, a comprehensive cloud based offering that automates, standardizes, transforms and consolidates enterprise IT Infrastructure Management and Operations across the global enterprise in line with ITIL standards. It brings together process, people and technology innovation combined with AHT and CSAT measurement to deliver superior business value.

The solution enables the management of the four primary pillars of IT together: strategy, design, transition and operations. This gives immediate information access that drives decisions and tracks team performance. Being a cloud based service, CIO’s can make their decision easier anytime, anywhere.

The solution highlights were

  • Provided a Toll-Free number with the backup of Cloud-Telephony
  • Providing sunrise to sundown support and off-office hours Voicemail Facility
  • The iTaaS framework was used for SLA breaches, notifications, closures and escalations, while maintaining a sharp focus on the customer’s needs at all times
  • Follow-up on different departments for closure of the incidents
  • Track every incident and measure performance

Universal dash board developed as per the client requirement which provides all information of the status of each incident.

iTaaS caters towards the changes that have occurred in enterprises due to consumerization of IT and the rise in trend of Bring Your Own Device (BYOD) in organizations. Reports made visible from any smart device – BYOD

Outcome

Business Benefits

  • Centralized SPOC for all IT queries related to IT Services for the Client’s Customer
  • Significant cost savings achieved through iTaaS support

Metric of success

  • Number of Calls answered within 15 Seconds: Target 95%; Achieved 100%
  • 100% of Severity 1 and 2 issues escalated within 10 minutes
  • 100% of other issues escalated within 15 minutes

Technology Overview

  • iTaaS is built up on ITIL V3 Framework with the power of Cloud Computing
  • Interactive notification system through IVR, Mail and SMS
  • Multiple User Interface capability (Mobile, Tablet, Computer)

SNAPSHOT


Challenge

  • To build a centralized function to act as the single point of contact for the customers end-users who required IT assistance
  • Resolution needed for problems, concerns, questions and requests of IT services via telephone and email for the Singapore region

Solution

  • Solution built with the iTaaS framework, a cloud based offering that automates, standardizes, transforms and consolidates enterprise IT Infrastructure Management
  • Provided a Toll-Free number with the backup of Cloud-Telephony
  • Providing sunrise to sundown support and off-office hours Voicemail Facility
  • The iTaaS framework was used for SLA breaches, notifications, closures and escalations keeping a sharp focus on the customer’s needs at all times

Outcome

  • Centralized SPOC for all IT queries related to IT Services for the Client’s Customer
  • Cost Savings through iTaaS support
  • Achieved or exceeded all metrics of success related to response to incidents or calls

About Infinite

Infinite Computer Solutions is your partner in growth, providing flexible solutions that reduce costs, enable new business competences and drive continuous process improvements that contribute to increased revenues. With a global team of over 5000, Infinite partners with Fortune 500 companies from Telecom, Healthcare, Energy & Utilities, Media & Content and Banking & Finance industries to provide Application Development and Maintenance, Infrastructure Management and Product Engineering Services including Mobility & Messaging Products and Solutions.