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Wipro pioneered offshore
support centers for software development
and maintenance ODCs a decade ago and we
have successfully extended this expertise
to remote management of IT operations. We
provide multi-site support services to several
global clients, offering them benefits that
include:
Our experience, processes and methodologies
ensure a successful transition. We have
developed different models that address
diverse client requirements and will help
you assess which one works best for your
specific needs. We have used the following
models successfully to supplement our client's
resources and provide high quality support
at the lowest cost.
Follow the Sun
This is the traditional multi-site service
delivery option. Support calls can be routed
to an onsite or offshore support center
based on time-of-day (nights) or day of
the week (weekends).With extensive experience
in IT infrastructure support, our teams
have smoothly addressed issues like like
swing shift, overlapping period, handover
of open trouble tickets, escalation mechanisms
etc.
Severity levels
Typically, your technical teams will spend
about 70-80% of time on calls with Severity
Level 2 (single user affected, minimal impact,
work-around possible) and Severity Level
3 (routine, no impact on workflow, work-around
possible). Based on severity levels, these
non-work-stopper calls can be routed offshore
to our support sites for cost effective
support.
Functional areas
Depending on the maturity level of tools
and processes, specific routine and repetitive
functional areas like MS-Exchange/Lotus
Notes administration, Unix/NT systems monitoring
and/or administration, help-desk, security
support etc. can be selectively hived off
on a “Managed” operation basis,
thus releasing valuable internal resources
for mission critical engineering / implementation
roles.
Complete
IT infrastructure service portfolio
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