Global
Case Study
A Multinational Software Corporation’s Productivity Soars with Sustained Engineering
The Challenge
A multinational enterprise software corporation had multiple vendors supporting its various platforms and tools within the enterprise data technology (EDT) team. This multitude of vendors supporting the applications led to a lack of end-to-end ownership that impeded productivity. As a result, the corporation experienced a high volume of incidents due to infrastructure-related issues and could not provide 99.99999% uptime for its applications. The corporation needed a single partner uniquely poised with a depth of experience in product engineering and the maturity in processes and tools to manage its global technology stack to ensure continuous operations.
The Solution
Through Ness’ sustained engineering services, an Intelligent Engineering Center (IEC) was established to focus on driving productivity gains and value. This enabled a managed services model to provide services for EDT application development and maintenance support, projects and initiatives in 24×7 mode. The team derived inferences from past ticket data to initiate automation improvements and stabilize the corporation’s application stack. As a single partner, Ness simplified the governance and management for the corporation’s application landscape by assuming 100% ownership.
The Results
As a result of leveraging Ness’ sustained engineering services, the corporation realized significant productivity improvements, including:
- Meeting 98% of SLAs
- Reducing production tickets year-over-year by 15%
- Increasing end-user satisfaction globally by 90%
- Providing 99.99999% uptime for all the applications by increasing stability
- Reducing Mean Time To Resolve (MTTR) by ~20% through SLA framework and automation
