Business Cases on IT support
There are several business cases to prove the reliability of ‘Business IT support services’ provided by specialist IT suppliers. The services of an IT supplier have not only helped companies save cost and complete projects quickly , but helped them to build best practices and as well as equip their in-house IT team to handle IT challenges in a seamless manner. Let us look at some of the business cases and the key benefits of ‘Business IT support’.
Case 1:
A global television major outsourced entire IT support to a large international IT support organisation. The supplier was not performing to the expected levels and it had huge cost implications. The television major approached an IT supplier who offered ‘Business IT support,’ through the co-sourcing approach. The IT supplier was able to enhance and augments the client’s internal IT team. The IT supplier provided them dedicated, flexible and proactive resources on an on-demand basis, to cover any additional or ad hoc support requirements.
The client's senior management monitored the ROI. Their figures displayed a 32% increase in user satisfaction with a commensurate increase in SLA performance. At the same time, these statistics were achieved with a 28% decrease in costs to the client.
Case 2:
A leading manufacturer of Test and Measurement instruments, solutions was facing problems with multiple service providers delivering varying service quality. To remain leaders in their field, the client needed a flexible resource solution that provided geographical support in multiple locations, by both increasing and decreasing staffing levels at short notice.
A specialist IT supplier provided ‘Business IT support’ and implemented a bespoke Distributed Support Model, providing bi-lingual support professionals, with local language skills, based appropriate to the geographic location. When providing hands on support, the local users were supported by an English speaking Central Help Desk (CHD); English being the standard business language of the client.
‘Business IT support ‘helped the company get in-country language support for local users and hands-on support for key sites. With an SLA target of 85%, the IT supplier constantly achieves results in excess of 90%.
Case 1:
A global television major outsourced entire IT support to a large international IT support organisation. The supplier was not performing to the expected levels and it had huge cost implications. The television major approached an IT supplier who offered ‘Business IT support,’ through the co-sourcing approach. The IT supplier was able to enhance and augments the client’s internal IT team. The IT supplier provided them dedicated, flexible and proactive resources on an on-demand basis, to cover any additional or ad hoc support requirements.
The client's senior management monitored the ROI. Their figures displayed a 32% increase in user satisfaction with a commensurate increase in SLA performance. At the same time, these statistics were achieved with a 28% decrease in costs to the client.
Case 2:
A leading manufacturer of Test and Measurement instruments, solutions was facing problems with multiple service providers delivering varying service quality. To remain leaders in their field, the client needed a flexible resource solution that provided geographical support in multiple locations, by both increasing and decreasing staffing levels at short notice.
A specialist IT supplier provided ‘Business IT support’ and implemented a bespoke Distributed Support Model, providing bi-lingual support professionals, with local language skills, based appropriate to the geographic location. When providing hands on support, the local users were supported by an English speaking Central Help Desk (CHD); English being the standard business language of the client.
‘Business IT support ‘helped the company get in-country language support for local users and hands-on support for key sites. With an SLA target of 85%, the IT supplier constantly achieves results in excess of 90%.