Customer needs flexible management of IT service volume, costs and development timelines, as well as transparent service reports and measurable IT service quality. Customer’s own IT staff does not meet these requirements, being too costly when demand is low or irregular and not being able to address workload peaks.
Key Challenges
- Ensure stable operation of the existing integration platform; expand it for new clients and suppliers
- Integrate e-ordering system with electronic document interchange platforms
- Grow existing document automation system and speed up important business processes
- Ensure stable operation of internal web applications and web portals for suppliers and clients
- Design and create a commercial information collection and consolidation system
- Provide prompt reaction on incidents and fast resolution
- Provide the company with effective management information using new reports
Solution
Implemented our solution
- Having started with an IT staff outsourcing model, we have developed an SLA interaction service model and shared the ITSM system provided by ICL Services.
- This service model provides the customer with the flexibility to manage costs and development deadlines, while the ITSM system makes it easier to follow maintenance processes and get transparent service quality reports.
- ICL Services dynamically adjusts the maintenance team size (from 0.5 up to 6 FTE) according to the customer’s demand.
- During last 1.5 years, ICL Services team solved more than 280 incidents and service requests and implemented more than 260 change requests in the maintained applications, including major new features.
Products and technologies
- MS BizTalk Server 2010
- MS SQL Server
- MS SQL Server Reporting Services
- MS SharePoint 2010
- Nintex Workflow
- ASP.NET, ASP.NET MVC, C#
- Oracle Database 11g
Results
- The ICL Services team provides high quality maintenance and development of customer’s business critical applications, including the integration platform, the document automation system and the intranet portal
- The customer flexibly manages the service volume (from 88 up to 400 man-hours per month) and costs depending on the platforms roadmap
- The customer receives monthly a transparent service report, and tracks current tickets queues and service level indicators in the real-time with our web application
- We developed 4 reports in order to enable staff to track the availability and shipment of goods in warehouses
- ICL Services developed from scratch a commercial information collection and consolidation system, which will deliver important data for decision making to the customer and its partners and will allow the customer to offer new services to the market
- ICL Services offered and implemented various improvements, which increase the stability of maintained applications and lower maintenance costs
Services provided
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Ildar Khusnutdinov
Head of Service Delivery
Head of Service Delivery