Executive Summary
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.
Business Challenge
- Multivendor and multi-zone decision-making complexities leading to high costs, low accountability, and lack of synergy
- Growing demand for niche skills and the need to scale to support multiple acquisitions with system/support separation requirements
- Lack of flexibility and operational transparency impacting efficiency
- Complex processes causing prioritization challenges for automation and continuous improvement initiatives
Business Challenge
- Multivendor and multi-zone decision-making complexities leading to high costs, low accountability, and lack of synergy
- Growing demand for niche skills and the need to scale to support multiple acquisitions with system/support separation requirements
- Lack of flexibility and operational transparency impacting efficiency
- Complex processes causing prioritization challenges for automation and continuous improvement initiatives
Our Solution
AMS Services
- Established Offshore Service Delivery Center with 24×7 SLA based global support services
- Transition with zero disruption to service levels with ITC Infotech’s “PATS” transition framework and enablers
- 8 Service Towers, 400+ Applications (across Varied Technologies), 20 servers, 5 zones (Latin America, Middle Americas, Europe, Africa, APAC)
- Established & streamlined OLAs and SLAs
Automation Services
- Automation Initiatives – System monitoring, SharePoint Access , AD, ADFS
- Automated Ticket creation in ServiceNow, Auto Assign & Prioritization
- Established Knowledge Management portal
Key Results and Benefits
- Operational Savings of 52% in high-cost zones and 30% in low-cost region
- Overall SLA of 99.3% achieved
- 100% SLA achieved for Sev1 and Sev2 incidents
- CSAT at 6.3 out of 7, internal user experience and satisfaction index improved manifold
- Released in-house IT group’s bandwidth for strategic initiatives
- Scalable operations through automation & innovation
About ITC Infotech
ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. ITC Infotech is a wholly owned subsidiary of ITC Ltd., a 100-plus-year-old diversified conglomerate with businesses spanning Hotels, Consumer Goods, Paperboards & Packaging, Agri Business, and Information Technology. ITC Ltd. has been in the hospitality business for over 4 decades. It has over 100 properties across 70+ destinations. The hospitality practice at ITC Infotech is 800+ people strong and most have experience in the hospitality domain leading to a high-quality IT service experience for its hospitality customers.
