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Operation Support Services - Case Study


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Operation Support Services - Case Study

  1. 1. Xavient Information Systems Great Ideas … Simple Solutions Ideas to Solutions A Xavient Case Study A leading Broadcasting Company in the US Improves Customer & Employee Satisfaction through Xavient’ s Consulting Services Company Background A leading broadcasting co. in the US, providing Direct Broadcasting Services related to entertainment, news, sports, and infotainment in addition to internet services along with the required hardware to receive it to their subscribers across America. Client Requirements The client has a huge IT Environment that was being managed in-house with FTE’s and Contractors. Aggressive market pressurized reduced cost of IT Operations to stay competitive. Business demanded world class efficient IT Systems to provide best Customer Service. Xavient Solution  Xavient deployed a Global Delivery Model with a team split between onsite and offshore .Xavient along with the client provisioned 24X7 support for following Teams: Benefits  Increased overall uptime of Enterprise, EAI and Custom Applications with 24x7 proactive monitoring and early alarm systems.  Reduced Cost of IT Support with Xavient’s sustainable cost structure.  The diagnostic tools and immediate response time significantly reduced the mean time to repair.  Xavient Development Team and Operations Support Team working from same time zones and locations facilitated communication, collaboration, knowledge sharing that improved teams legacy knowledge and intricate details about system that reduced response times and resolution times.  Increased the bandwidth of client team to work on environment upgrades and other mission critical projects.  Improved Customer and Employee satisfaction.  Quality documentation for the Applications and Enterprise Systems.  Removed People Dependency with legacy knowledge shared between Xavient and Internal resources.  Business Continuity with Xavient’s Cross Training and buffer resource practice. Operation Support Services  Middleware Support & Administration  Customer Service Center Application Support  ERP Support  SCM/Environment Support Team  Custom Application Support  Xavient institutionalized the process for Root Cause Analysis and Issues Prevention to be followed after diagnosis and Resolution. The teams drilled down into real transactions, in real time to identify issues and resolve.  Xavient followed its best practice of Collaboration of all support teams for Knowledge sharing.  Xavient development teams were involved to develop smoke test routines and early alarm systems to preempt and alarm specific failure conditions and slowdown in response times.
  2. 2. Ideas to Solutions A Xavient Case Study  Headquartered in Simi Valley, CA, Xavient Information Systems (XIS) is a leading provider of global IT and engineering services and solutions. Since its inception in 2002, Xavient has grown to be a tier-one IT Professional Services and Solutions provider for telecommunication, broadcasting, manufacturing, retail, and healthcare companies.  It is the preferred transformation partner across product and vendor evaluation; business process re-engineering; outsourcing and off-shoring; product implementation; custom solution development and IT professional services for several Fortune 1000 companies.  Xavient leverages its proven expertise in Global Delivery Models with centers of excellence in Application Development, QA & Testing, Managed IT Infrastructure services and IT Application & Production environment. About Xavient Corporate Location CALIFORNIA 2125, Suite. B, Madera Rd Simi Valley, CA 93065 Main Line: 1.805.955.4111 Fax Line: 1.805.955.4144 Our Locations GEORGIA 2 Ravinia Drive Suite 500 Atlanta, GA 30346 Main Line: 1.678.801.9966 COLORADO 9800, Mount Pyramid Court Suite 400 Englewood, CO 80112 Main Line: 1.303.900.0700 WASHINGTON 800, Bellevue Way NE Suite 400 Bellevue, WA 98004 Main Line: 1.425.442.6629 NOIDA 54, NSEZ, Phase II Noida – 201305, U.P. (India) Main Line: 91.120.4743000, 91.120.4532000 Fax No: 91.120.4240948 CANADA 2 Robert Speck Parkway Suite 750, Mississauga ON L4Z 1H8 Phone: 1.905.361.9816 For further information please write to :