PRODUCTIVITY IMPROVEMENT IN APPLICATION MANAGEMENT SUPPORT IN MANAGED SERVICES ENGAGEMENT

Dr Abhay Juvekar

Dr Oscar Leo D’souza

Overview

A study of the IT industry to date has revealed that in Multinational Companies (MNCs), there are SLAs’ definitions in the contract which are very relaxed. The response, and the resolution time window for business-critical IT services are too huge. The resources are billable to the customer. But the resources are under-employed or with very less work. This leads to resignations, frustration, absconding and skillset deterioration.

An intrinsic case study was undertaken for this research with the below mentioned service provider. The research design was planned to capture the AS-IS process of the service provider and to implement the new TO-BE process for their incident management.

If the case study proves that the billable resources are free, they can be used in the Automation/Innovation cells, Centre of Excellence and Testing Labs.