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Requirement of Centre of Excellence

To provide application support centre and Asc team with 24/7 support. There was in need for proper focus on tasks like

System monitoring, system health checks, SAP UID creation, deletion and modification, SAP administrative activities, job scheduling, e-mail monitoring, ticket registration.

Challenges involved

No proper support from vendor

Delivery is not up to the expected quality

Non adherence of policies and process

SLA breach


We provide 24/7 support in maintaining support logs, categorizing, prioritizing, tracking, and routing of the changes and incidents. We are also competent in monitoring the services/application performances implemented by the client.

  • We document break-fix tasks along the lines of following the SOP
  • We provide seamless 24x7x365 change management function
  • We also deliver team training on new processes via most efficient approach
  • The client was equipped to manage and assign email workflow
  • The requests for change tickets are reviewed for completeness and authorized within agreed timescales
  • Total Members: 26


Continues business support (provided 24/7 support)

Reduced cost

Provision to expand whenever required

Resource and knowledge management made easy

Maintained high SLA

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