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Case Studies
Enterprise Application Integration (EAI) Solution Support
Overview
The client is a leading energy company whose main activities are exploration and production of crude oil and natural gas; refining and marketing; and petrochemicals. The client strategically outsourced development of their EAI solution to Infosys, including select program management roles.
Business Need
The client had implemented an EAI solution to share information across BUs around the globe.
There was a requirement to provide the Level 3 and Level 4 support for the EAI solution. The client's business domain spans over a wide geographical territory and correspondingly varying time zones. This aspect, combined with the nature and complexity of the EAI solution, demands 24 X 7 support to enable smooth functioning. A central EAI solution Support team was formed to provide Level 3 and Level 4 support for the Projects in Production as well as in Development and Testing.
Due to the complex architecture of the EAI solution, the installation procedure was mostly manual, time consuming and highly error-prone. Also, the process of building and packaging the product was tied to specific people and computers (in terms of compilation settings) software environment. Hence there was a need to automate the build, packaging and installations procedures to have a consistent build mechanism and reduce the chances of user errors by having automated installer. This task was also mandated to the EAI solution support team. This required a well organized support model in place to support the user community operating at different versions or patch levels.
The Challenge
- The client operates across a wide geographical area
- Thus support had to be provided across these locations on a 24 X 7 basis
- There was no process of tracking the tickets to closure
- The support work was required to be offshored
- The automatic installer was to be created starting from an incomplete documentation on installation steps
- Build process was to be optimized, starting from a situation where there was lot of duplicate code being packaged in different binaries. There was information documented on the content of the binaries. All this was to be figured out
Infosys Solution
Infosys proposed a support model based on the GDM approach where the support team would operate out of both offshore and the onshore to provide 24x7 3rd level support. The support was first started from onshore and the offshore team was set up later. There was a regular review of tasks between onsite and offshore, efficient knowledge transfer and creation of a support hardware environment at offshore.
Process was formulated for tracking the ticket to resolution/closure. The process was agreed with the client and documented. Once the process was put in place, it became possible to collect the performance metrics. Root cause analysis of the tickets was done regularly and improvements based on analysis were incorporated. All this information published to the client and the user community in a status report. Over a period of time we showed a significant improvement in the turnaround time.
The support team started with two people manning the support desk at the client location. With the increase in number of users at various stages of integration and the additional task of streamlining and automating the build and packaging process, the support team has grown to three people each at onshore and offshore.
The work done so far on the automatic installer has been received very well by the Level 1 and Level 2 support organizations which will ultimately be benefited by this initiative.
Benefits
- All the issues discovered/reported by the users were recorded and tracked. The issues were either resolved depending on the criticality via patches or scheduled to be resolved in future releases.
- Improved turnaround time resulting in increased user satisfaction with the support
- Detailed status reporting to the client and the users
- Automated build system for the product ensuring a consistent build mechanism
- Automated installer for the product resulting in reduced time-to-install and being less error-prone
Media Mentions
Fortune ranks Infosys 10 among Top Companies for Leaders 2007
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Press Releases
Infosys reorganizes to leverage growing business opportunities in a Flat World More
In the News
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