Improving Outage Lifecycle Management


Client is UK based large insurance platform provider having more than 25+ customers using their services which includes platform usage, maintenance and helpdesk support services.

Client Challenges

  • Multiple interpretation of service levels
  • Lack of clear triage ownership
  • Ineffective management communication
  • Service deficiency leading to end user defections

Our Solutions

  • Data collected from 3 months operations to assess the pattern of severity 1 tickets
  • Templates were developed to identify reasons causing delays in average resolution time
  • Trend analysis was performed to understand the pattern of delays
  • Cause & Effect analysis & RCA done for findings
  • Prioritized the sequence of problem resolutions

Benefits Delivered

  • Reduced impact on business due to failure or disruption in IT Services
  • Empowerment through near real time situation awareness
  • Proactive intervention to prevent P2 to P1 conversions
  • Improvement in perception of responsiveness
  • Eliminate human error through tool automation
  • Automated notification & escalation to improve triage reaction time between stakeholders
  • Process improvement for management communication
  • Oversee Business Impact Assessment and monitor major IT
Download the Case Study

Sorry. Your email address is not valid. Please submit a company email ONLY.

1 + 1 =
Solve this simple math problem and enter the result. E.g. for 1+3, enter 4.

By clicking the download button, you allow us to connect with you using email, phone or post (as provided) for responding to you and for other marketing activities. This information is protected under our privacy policy.