Case Study
Wipros Cigma model significantly improves application health and reduces the monthly average A1 incident count by 31% for a leading Paper Manufacturer
Our client is a leading paper manufacturer in Europe who was using a traditional IT management model to manage their applications and infrastructure in a diverse application landscape that included a mix of custom and packaged applications.
Business Challenge
Traditional application and infrastructure management models are reactive and disjointed leading to inefficiencies in support processes and increased costs. These models use adhoc processes and limited, non standard tools across the lifecycle and are based on a business model of the customers paying for service providers time and effort rather than outcomes. Governance is typically a discrete process which is focused on SLA reporting rather than driving service improvement. Our client was looking to move to a service model that enhanced end-user experience, lowered total support cost and reduce the business impact of IT disruptions. The key business drivers for the client were: Harmonization of practices & systems across business sites Integration of key business functions To reduce the Application and Infrastructure Support & Maintenance cost for Arjowiggins To provide an improved level of quality of support by adhering to and improving the service levels expected by business users. To build a flexible and scalable IT service delivery model
Wipro solution
Wipro suggested that the client migrate to its next generation application support model named CIGMA [Center for Integrated Global Management of Applications]. CIGMA offers a proactive approach to application management that enhances end-user experience. CIGMAs ITIL based, standardized operating procedures automated with toolkits offer an integrated view of operations. As a result, the client pays for Business level agreements that minimize business impact rather than just meeting SLAs. The key aspects of the Wipro solution were: Integrated support structure and process across the service tracks Execution through a ITIL compliant process model Process enablers to facilitate in enabling consistency, enhancing the quality and reduce the cost of rendering service Adherence to the agreed SLAs & KPI guidelines Proactive monitoring of critical business processes impacted by the IT landscape to enable preventive action before end users are impacted. Seamless integration of Infrastructure and applications monitoring and support to deliver on overall systems SLAs.
Business Results
The Cigma model has significantly improved application health and Wipro has significantly reduced the number of incidents across all
reduced the number of A1 Category incidents (the highest priority incidents). The monthly average A1 incident count has come down by 31%
categories, 20% being the reduction in monthly average incident count across all categories The parentage of user logged calls went down from 76% to 55% of all total calls raised in the same time period. This was enabled by implementing monitoring tools which enabled preventive action. The standardization of processes as per ITIL standards has enhanced reliability of delivery and provided a base for continuous improvement.
About Wipro
Wipro Technologies is a division of Wipro Ltd (NYSE: WIT), a $5bn enterprise that employs over 90,000 employees across the globe. With experts based in Western Europe, North America, India, Asia Pacific and the Middle East, our integrated Consulting, IT, BPO and Product Engineering services combine the benefits of expert proximity with global leverage to provide the technology edge and speed to your strategic programs.
Wipro Technologies. 2009
