Enterprise IT Support and Development Optimization for Cost Reduction and System Agility

The client faces challenges in delivering faster and cost-effective IT solutions to the business, with support, maintenance, and development of critical systems like ERP, product management, and corporate web assets scattered among multiple external vendors. This fragmentation leads to elevated costs, inconsistent service quality, and slow system adjustments, impairing the company's ability to adapt quickly to evolving business needs.

A mid to large-sized enterprise specializing in in-store communication and merchandising solutions, operating across multiple markets globally, seeking to enhance IT support efficiency and system flexibility.

• Achieve a reduction in overall IT support, maintenance, and development costs by approximately 60%.
• Improve the quality and responsiveness of IT support services, ensuring faster issue resolution and higher system availability.
• Increase system performance metrics, including enhancing supported system performance by around 35%, reducing incident reports by 25%, and extending system uptime and Mean Time Between Failures by 45%.
• Enable faster and more precise system adjustments to meet current business needs, reducing development task times by approximately 35%.
• Consolidate IT support activities under a single, flexible partner to enhance control over the IT environment and streamline processes.

• Dedicated system for incident reporting, tracking, and resolution integrated with a scalable case management system.
• Support for multiple enterprise applications including ERP, product information management, and web platforms.
• Agile project management capabilities facilitating faster development cycles and system adjustments.
• Role-based access controls and permissions for internal and support teams.
• Performance monitoring dashboards to track system uptime, incident frequency, and resolution times.
• Integration points with external data sources and systems for seamless data exchange.

• Enterprise resource planning (ERP) systems for support and development management.
• Product Information Management systems.
• Corporate web platforms and content management systems.
• Data warehouse and Business Intelligence tools for performance analytics.

• System scalability to handle enterprise-wide support for multiple core systems.
• High system availability with a target uptime of >99.9%.
• Fast response times for support tickets, with initial response within a maximum of X hours and resolution within Y hours (as defined in SLA).
• Security protocols complying with industry standards to protect sensitive data.
• Flexible pricing model based on actual service hours used to optimize cost management.

The implementation of a unified IT support and development platform is expected to reduce costs by approximately 60%, enhance system performance and stability, decrease incident reports by 25%, and extend the mean time between failures by 45%. This results in improved operational efficiency, increased agility in system adjustments, better control over IT resources, and higher overall service quality—delivering substantial business value through cost savings and enhanced system reliability.