ITC Infotech set up a 24×7 SLA-based Offshore Service Delivery Center, ensuring zero-disruption transition through its “PATS” framework. Covering 8 service towers, 400+ applications, 20 servers, and 5 global zones, the solution streamlined OLAs and SLAs and introduced automation for system monitoring, access management, and ServiceNow ticketing. A Knowledge Management portal further improved resolution efficiency and service quality.
