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Wipro's consultants conducted a 3-week study
of the support environment and adopted the following
approach:
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A list of
criteria was formulated which would assess
the impact of non-availability of service
and also the feasibility of delivering the
service offshore which is cost-effective |
|
Level-1
interviews were conducted with the various
Service delivery Managers to understand the
criticality/business roadmap etc. |
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Level
-2 interviews were conducted with the Team
leaders to
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Understand
of operations, logs and checklists used
by the support teams. |
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Tools,
processes used by client. |
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Operations
and approach to resolve escalations. |
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Study
of processes / documents used by different
groups. |
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Study
the call distribution for the various
service windows. |
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Study
the metrics and service levels required |
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The
final analysis were measured against the criteria
and discussed with the Service delivery Managers
to obtain a sign-off |
The scope of work including the areas to be supported
and the services to be delivered was arrived at
from the result of the analysis. Details of link
bandwidth and tool requirements were also provided.
A detailed migration approach was presented at
the end of the study, along with the manpower,
service windows and roles/responsibilities.
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