Managed Application Support for Financial Services Company
Tietoevry Create
Purposeful digital tech for businesses
Business Challenge
- The client needed to reduce workloads of L3 support and development teams allowing them to focus on more important product and business development tasks.
- It was also strategic to strengthen collaboration between current L1 and L3 support teams to optimize products support management.
- Reinforce customer support services to increase customer satisfaction.
Provide fast, flexible and scalable support team to meet the growing product development needs.
Solution
Tietoevry Create enabled the following L2 Support and Maintenance services:
- Monitoring / Alerts processing
- Incidents / Bugs fixing
- Standard Changes implementation (no coding)
- RFC analysis and estimation
- RFI processing
- Reporting services.
We also delivered L2 additional services:
- Release deployments (Production and Test)
- Smoke tests after deployments
- Environment / Instance documentation update
- Support processes improvement
- Support services of the Application, Infrastructure and DB levels.
Business Value
Due to the implemented services, our customer received the following benefits:
- Faster development and improved delivery of new features
- Enhanced quality and value of support services for the end-users
- Strong collaboration between L1, L2, and L3 support levels
- Increased customer satisfaction level due to proactive approach to support
- Better scalability due to flexible and adaptable support team
- Improved and streamlined support processes according to ITIL
- Continuous improvement of support services.