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.