The IT operations of this client, and in particular their production support, must ensure their application’s uptime, with some applications contributing to mission-critical processes. The aim was to improve operating performance – in particular by industrialising, streamlining and optimising services – and to boost economic performance.

95% guaranteed autonomy and 50% reduction in incidents

We suggested the implementation of a services centre supported by the expertise of experienced administrators certified in the technologies relating to the portfolio of 1 350 applications. This centre would guarantee a 50% reduction in the number of incidents, on a like-for-like basis. In addition, we would ensure 95% autonomy in processing operational incidents. Our aim was to foster continuous improvements to the service by targeting double-digit productivity in the long term. In order to reach these goals, we have implemented a predictive, straightforward OU model enabling itemised billing.

Reducing costs while enhancing skills

The cost-reduction process relies in particular on our organisational capacity, based on segregation: performing simple acts on an industrial scale, the advanced administration of complex procedures, and real-time business management. In addition, we have reduced the number of players required to perform support tasks – thereby reducing labour costs – while enhancing the skills of each player. As such, fewer players now provide a greater variety of skills. This service goes together with a catalogue of simple requests that are easily industrialised.

Operating costs reduced by 30%

Effective cost reduction is not the only advantage. Our system also ensures 70% autonomy (versus 35% today) for upstream coordination, performed near-shore by another service provider, within 12 months. Moreover, the client will eventually be able to provide the services with 95% autonomy within 12 months (versus 65% today).

Project scope

The scope covered comprises the 1 350 applications of the company’s information system, and all the related infrastructure resources, including 6 000 Linux servers, 3 000 Unix servers and 10 000 Windows servers, both for production and other activities.

“Establishing unified production support was a true challenge for the operator. It was achieved within 12 weeks and brought together the level 2 activity that was previously scattered across the organisation.”

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Global Outsourcing

Faced with the challenges of globalisation, competition, productivity and booming innovation, our clients choose Gfi’s Global Outsourcing offer to benefit from agile, available information systems managed with continuous attention to resource optimisation and cost effectiveness. Those who have developed innovative intellectual property assets for their business sector will find in Gfi a partner able to add value and distribute them on the market. All of Gfi’s know-how is at their disposal in one single contract with commitment to results: consulting, development, solution integration, upgrading and corrective maintenance, IT production and service hosting, and user media. Gfi’s Global Outsourcing is a long-term partner to our clients’ success in their markets.

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