SharePoint Application Support

SHAREPOINT APPLICATIONS SUPPORT The Largest Hardware Manufacturer

Project

Challenge

  • Provide reliable and cost-effective support for SharePoint platform and SharePoint applications for 126 000 users
  • Reduce the overall cost of support and implementation of change requests
  • Ensure fast and reliable delivery of complex changes to applications in support

Solution

  • 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
  • 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.
  • Provided monitoring and Technician-on-Call services to resolve critical issues during out-of-office hours, weekends, and holidays.
  • Build up close cooperation of development team with application business owners to address new business needs and promptly deliver changes to applications
  • 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
  • Shortened target incident resolution time by 50%
  • SharePoint platform availability 99.99%
  • Overall SLA compliance 99%
  • 155 application releases in average delivered yearly
  • 98% of change requests delivered within agreed budget and timeframe
  • 11 years of service provision as core supplier for major international company with 126 000 users

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