SHAREPOINT APPLICATIONS SUPPORT
The Largest Hardware Manufacturer
Challenge
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Provide reliable and cost-effective support for SharePoint platform and SharePoint applications for 126 000 users
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Reduce the overall cost of support and implementation of change requests
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Ensure fast and reliable delivery of complex changes to applications in support
Solution
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Established support service for intranet and extranet SharePoint portals with 2nd, 3rd and 4th lines of support for server middleware, SharePoint platform, Nintex workflows and custom applications
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Took over support of more than 30 custom applications from preceding provider. That includes both custom SharePoint solutions and applications that are built with SharePoint as their integral part.
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Provided monitoring and Technician-on-Call services to resolve critical issues during out-of-office hours, weekends, and holidays.
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Build up close cooperation of development team with application business owners to address new business needs and promptly deliver changes to applications
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Introduced flexible service-based cost model that made it possible to reduce customer’s expenses
Results
- Reduced service costs by 35% compared to those of previous service provider
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Shortened target incident resolution time by 50%
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SharePoint platform availability 99.99%
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Overall SLA compliance 99%
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155 application releases in average delivered yearly
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98% of change requests delivered within agreed budget and timeframe
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11 years of service provision as core supplier for major international company with 126 000 users
