Effective IT Support - Reducing IT Support Turnaround Time

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Information about Effective IT Support - Reducing IT Support Turnaround Time

Published on February 20, 2014

Author: faichisolutions

Source: slideshare.net


Our client, a leading ePublishing platform which engaged with Faichi to streamline their support process. This case study talks about how Faichi helped them to reduce their IT support turnaround time by 85%.

How Faichi helped its client to reduce the IT Support turnaround time by 85% ©2014 Faichi Solutions Pvt. Ltd.

About our client  „HighWire Press‟ is a division of the Stanford University Libraries.  As the leading ePublishing platform, HighWire partners with independent scholarly publishers, societies, associations, and university presses to facilitate the digital dissemination of 1741 journals, books, reference works, and proceedings. ©2014 Faichi Solutions Pvt. Ltd. 2

The Problem  HighWire engaged with Faichi to streamline their support process to accomplish following objectives: • Decrease response time for open tickets • Decrease number of open support cases • Increase productivity of support team • Effectively manage the support process ©2014 Faichi Solutions Pvt. Ltd. 3

The Faichi Solution  We helped our client streamline their support process and gain improvement in all facets of the support cycle  Key changes implemented in the support process: • Introduced “QuickWins” using Agile/Scrum practice, which was instrumental in segregating support tickets that were easy to fix • Deployed IRC support process for faster response time turnaround • Introduced “OpenSheet” for communication between on-site and off-shore teams • Increased throughput by resolving more number of support cases per resource • Reduced production code migration time ©2014 Faichi Solutions Pvt. Ltd. 4

The Outcome  Implemented “QuickWins” concept which enabled quick resolution of simple bugs.  Decreased turnaround response time by 85% ©2014 Faichi Solutions Pvt. Ltd. 5

The Outcome  Reduced time to migrate code to production by over 60%  Increased productivity of resources by resolving 40% more tickets in the same amount of time ©2014 Faichi Solutions Pvt. Ltd. 6

The Faichi Difference  Implemented quick changes which enabled immediate ROI to our Customer  Designed a Client specific implementation support methodology by leveraging the past experience in Application Support  Ensure minimal disruptions during the migration process, delivering high availability  Implemented Application Support processes to streamline the clients support process  Faichi ramped up the team from scratch to 15+ resources in less than 3 months ©2014 Faichi Solutions Pvt. Ltd. 7

About Faichi Solutions  We are a technology company in Pune, India specializing in outsourced product engineering & setting up offshore development centers  We hold expertise in technologies such as Drupal, Java, Mobile and UI/UX development  Established in 2009, with a vision to transform the outsourced product engineering landscape through technical excellence and delivery model innovation  Faichi Solutions has successfully delivered some of the most complex technology projects through partner collaboration & agile processes ©2014 Faichi Solutions Pvt. Ltd. 8

Thank You!  To read more case studies of Faichi Solutions, please visit: www.faichi.com/success-stories  For more information please visit: www.faichi.com or mail us at inform@faichi.com USA Faichi Solutions Inc 2023 Mandelay Pl San Jose, CA 95138 Tel: +1 (408) 769-4941 ©2014 Faichi Solutions Pvt. Ltd. India Faichi Solutions Pvt. Ltd. 504, Accord IT Park, Baner Road, Pune, Maharashtra – 411045 Tel: +91-20-65291435 9

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