Leading power firm reduced incidents by 20% via outsourcing of SAP application management
The Power major was looking to implement an IT service management based AMS solution for its complex SAP landscape to support the growing demand in business and improve the services provided to various business units.
Collabera partnered with the power and energy provider to assess and analyse their SAP landscape, build a robust transition plan to move the in-house support model to an outsourced one ensuring risk mitigation and eliminating knowledge erosion. After a successful transition, Collabera helped the power and energy provider to manage the BAU operations with a well-structured knowledge management platform, reduction in incident occurrence and improving the MTTR (mean time to recovery or mean time to restore). Collabera followed an ITIL based service management approach implementing a strong problem management process and providing continuous service improvement.
Tech Stack: SAP, ITIL Framework
Improved MTTR by 25%
System optimization and performance improvement leading to incident reduction by 20%