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 GLOBAL DELIVERY MODEL |
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| ADS has 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: |
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Predictable service levels at predictable cost |
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Lower cost for routine operations |
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Easy access to rapidly changing skill sets |
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Effective long term strategy for 24x7 operations |
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Free-up resources for critical engineering projects |
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Access to in-depth expertise and experience across technology options |
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| 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. |
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| 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. |
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| 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. |
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| 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. |
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