The challenge
As the company grew in size and IT capabilities, the client was struggling with faster resolution of system issues, higher costs of maintenance, and optimized use of human resource bandwidth.
Given the high system complexities, it became crucial for the client to establish a fast and reliable conduit of resolving system incidents, as well as increase system availability. There was also a need to eliminate redundant variations of the quality of interventions, foster a data-driven approach to pinpoint issues proactively, and remove persisting grey areas in the business IT landscape to ensure system competence.
