Case Studies

Look into ROI Research HERE

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University of Miami- Executive Information & Technology Institute

-Calculating ITIL ROI
View it here
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Case Study 1- Emphasis on Multi-Lingual Advantage

Problem

In a fast-growth enterprise service desk like Red Bull North America, the difficulty of delivering high-quality end-user support within an expanding multi-lingual environment is common. As the company’s footprint continued to expand within Latin America, the lack of capabilities by Red Bull’s then-current outsource provider taxed both the help desk metrics (low first-call resolution, high problem repetition) and the culture itself (costly, morale-killing agent turnover).

Challenge

At issue was the absence of ITIL-based process support, workflow, and analytics capabilities. And beyond the negative impact this was having within IT, the unacceptably low customer service was driving end-users to “help themselves,” dragging corporate productivity down with the hidden, indirect cost of peer (or “shadow”) support. In all, it amounted to a human capital downward spiral for Red Bull’s knowledge workforce. Management needed to find a way to streamline the service desk operation, leverage the power of the cloud, and regain its credibility with an expanding global workforce.

Solution

To turn this challenge into an opportunity, Red Bull North America took a more comprehensive view of the situation. Leveraging OTI ITIL v3’s custom methodology, Red Bull combined the powerfully simple, highly social, cloud-enabled accessibility of ServiceNow Service Desk with the rapidly adaptable capabilities of OTI’s native-speaking agent team, who can handle everything from an SAP incident to a mobile device deployment to something as time-critical as a Lotus Notes call.

According to Red Bull North America’s head of technology, the partnership with OTI ITIL v3 “ensures we provide a consistent, high-quality user experience throughout the Americas” and “consistently exceed our KPI objectives.”

Case Study 2– Asset Management

Customer Challenge:

Taking control and tracking assets through their entire lifecycle is a challenge for many IT organizations. This was also the case for one of our clients as they were approaching higher maturity within Incident Management and wanted to achieve greater efficiencies focusing on Asset Management and Configuration Management. Specifically, they wanted to be able to identify, control, record, audit and verify all the deployed and inventoried assets to reduce cost and increase transparency into their systems and versions.

OTI Challenge:

Worked with the client to set the scope of assets and Configuration Items that they wanted to track based on cost and impact
Recommended and implemented an asset tagging and tracking solution
Completed a full inventory of the existing assets within the environment (both inventoried and deployed) and completed asset tagging
Implemented an effective procedure to document and
Leveraged the Asset Management module within the client’s Service Management tool (Service-Now) to enter and begin tracking the Configuration Items
Established an effective reporting system to compare physical inventory to one shown within Service-Now.Com
Implemented effective procedures for processing incoming equipment and for recovering equipment from separated employees

OTI Solution:

Worked closely with client to understand their environment and needs and come up with optimal solution
Leveraged client’s Service Management tool
Created well documented and repeatable processes and procedures based on leading practices (ITIL)

Case Study 3– Employee Enablement

Customer Challenge:

This particular client places a very high value on empowering their employees with the latest technology and best service. They came to us asking for an efficient and cost effective way to enable their new hires so they become productive as soon as possible. The challenge they were facing was finding the balance between cost, service and customer experience and they were not looking to compromise on any of them.

OTI Solution:

We worked with the client’s HR department to understand their onboarding process
Assessed the optimal way to align the IT enablement process with onboarding by building in notifications within the HR system and assigning technicians to work tickets before the employee’s start date
Took ownership of the complete deployment process for new hires to ensure complete control of the entire IT enablement process
Developed and leveraged good relationships with vendors such as Lenovo and Apple to speed up the repair cycle new and existing

Case Study 4– Legal Demands on IT Processes

Customer Challenge:

Some of our clients face very challenges that are unique to their line of business or situation. One client in particular is a popular international brand that poses greater demand on their IT department due to the legal implications of managing their brand across boundaries. They turned to us to help them find a good solution for managing employee data in case of legal proceedings where the data is subject to laws and regulations. They also wanted to minimize employee downtime if their data had to be retrieved and stored for legal purposes.

OTI Solution:

We worked closely with the client’s Legal department to understand the requirements of their Legal Hold process as well as the acceptable ways that data could be retrieved and stored
We developed and documented a data retrieval and storage procedure that would satisfy the Legal Hold process and minimize employee downtime
We maintained an inventory of replacement HDDs and data transfer script that complied with the legal requirements cut down the entire process from several days to only a few hours
Maintained proper documentation of legal hold inventory and the location of the HDD

Case Study 5– Cost Reduction through Continuous Improvement

Customer Challenge:

One of the greatest challenges of IT Service Management outsourcing is maintaining service levels and getting a good return on the money spent. Yet too many companies end up with a “catch and dispatch” type solution where the outsourced Service Desk only records and documents Incidents without performing any true resolution services. When a multinational retailer decided to entrust their Level 1 support with us from a “catch and dispatch” type company they were highly dissatisfied with, they wanted to make sure that they will get a true Service Desk.

OTI Solution:

We started by running a full analysis of the historical Incidents of the client and ensuring that our Level 1 agents were trained to handle and solve the top 20 most frequent issues that were coming in, which translated into solid First Level Resolution from Day 1
We wanted to improve over time, so we used the collected data to establish a robust Knowledge Management system and process to store Known Errors, Workarounds and Solutions
We enabled our Level 1 agents to access and contribute to the Knowledge Management system
Over time, our Level 1 agents were able to expand and build on their skills and handle more complex issues and measurably prove higher degree of service
The client slowly entrusted more and more complex issues to our agents, thus increasing the First Resolution rate to well above industry benchmarks and reducing their cost per Incident

Case Study 6– Proactive Root Cause Analysis for Major Incident Prevention

Customer Challenge:

Too many IT Organizations are reactive and in constant fire-fighting mode. We pride ourselves in having implemented a culture of proactive Problem Management, so issues can be detected and solved before the customers/users can feel any disruption. It is difficult to put a price tag on preventing the kind of business impact that can stem from having an world-wide Email Server go down.

OTI Solution:

One of our Tier 2 agents got a routine Incident call that a user cannot access their email
The agent was able to restore the user’s account, but did not stop there as most Service Desk’s agent would. He invoked his training and dug deeper to ensure to find the cause of the Incident
Upon investigation, the agent found that all the users within a particular group were deleted from the Traveler group which is the access list
He was able to restore list from another server before any more users can experience an issue and begin calling