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Enterprise applications are the “glue” that holds an organization together.
ITTI’s Application Management Services provide the scalability and technical expertise to reliably deliver and mange application availability, security and performance, as an alternative to providing this support using internal resources.
Service Offerings
- Application Helpdesk
- Maintenance and production support
- Health check and optimization
- Operations / Data Management Support
Helpdesk Management services
ITTI provides SLA-based Helpdesk services through which we can support multiple business applications.
We have set up and run, successfully, for many years, Application Helpdesks for Global Corporations like Unilever, Lafarge, Cypress Semiconductors & Visteon Automotive, amongst others.
Our Helpdesk processes are compliant with ITIL and ISO 9001:2008 standards and leverage on state-of-the-art Tools and Call Management systems to monitor and measure the defined SLAs, ensure business continuity, and, provide high levels of User satisfaction and optimal utilization of shared resources.
Snapshot of some of the Application Helpdesks managed by ITTI: |
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Hindustan Unilever – Application Helpdesk
Platform: QAD’s MFG/PRO & Progress
Coverage: 80 Factories (Own, 2P & 3P) & 120 Depots - 2000+ Users
Team size: 30 (Technical & Functional Consultants)
Providing Application support since 1999
Lafarge India – JDE Application Helpdesk
Platform: JD Edwards ERP 8.0
Coverage: 4 Factories, 5 Offices (including Corporate) & 72 CFAs – 200+ Users
Team Size: 06 (Functional Consultants)
Providing Application support since 2001 |
Helpdesk services provide our Customers with:
- Single Point of Accountability (SPOA) to eliminate multiple calls to the Help desk.
- Expanded Coverage to ensure 24*7 coverage
- Effective First Call Close Rate to minimize repeated calls, user downtime, and frustration.
- Metrics to track and monitor Helpdesk performance
- Knowledge repositories that enable the HelpDesk personnel to provide FAQs and build Solution databases for quicker resolution of issues.
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