Service Desk Solution Reduces Support Costs By 25%

Client:

SunGard Availability Services (Sungard AS) – now known as 11:11 Systems – is a leading provider of provider of IT production and recovery services. 

Problem Objectives:

SunGard required a cost effective, efficient, and flexible service provider, capable of delivering high availability over an estate of 2,300 servers and storage devices from multiple vendors across the United Kingdom. Having delivered similar services for a number of customers, Allied, with its experience and skilled resources, was the natural partner of choice. 

Addressing the requirements, Allied Worldwide was tasked to: 

  • Provide support for 2,300 servers across UK, ensuring high availability, 
  • Reduce costs, 
  • Retain existing expertise, 
  • Reduce complexity in managing a multi-vendor environment. 

Solution

Our tailored service offer included: 

  • Transition of contract from the existing provider, including the TUPE transfer of existing staff within a record time of only three weeks, 
  • Implementation of a 24/7 service desk and an on-site solution, utilising an existing field-based team to provide out-of-hours support, 
  • Improved reporting and SLA and call analysis, 
  • Creation of a global service desk function providing 24/7, flexible and scalable resources. 

Benefits

Our successful solution implementation resulted in: 

  • 25% cost reduction and on-going Year-on-Year savings based upon Allied’s unique ‘Reliability Rebate’ scheme, 
  • SLAs running at around 95%, 
  • A helpdesk and logistics operations providing the required backup 24/7, 
  • Continual improvement through continued innovation and recommendations for service improvement, 
  • Dedicated staff integrated into the Allied family. 

Keys to success

Through the project, Allied helped SunGard achieve: 

  • Enhanced Availability – Minimal downtime across SunGard’s substantial server estate in the UK for high availability. 
  • Customer Satisfaction – Improved client satisfaction with consistent support. 
  • Retained Expertise – TUPE transfer of the existing support team allowed for the retention of their skills and knowledge.