A global specialty chemicals company wanted robust IT support across its applications landscape.
The company’s legacy systems ran archaic applications and lacked integration with multiple applications performing the same business process.
Infosys undertook global application management services for SAP and non-SAP applications and adopted a managed services model for application support.
The company faced several challenges:
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Application management ecosystem in a managed services model provides robust IT support
Infosys established an ecosystem for robust application development and maintenance to transform application management at the global specialty chemicals company.
Our team managed SAP as well as non-SAP applications across North and South America, the Asia-Pacific (APAC), and Europe, Middle East and Africa (EMEA) regions in a 24x7 managed services model.
Infosys developed and delivered more than 100 application information documents during the transition phase, and created a knowledge management portal. Our team established a joint Service Integration and Management office focusing on IT infrastructure library (ITIL) process integration and standardization.
Problem Management Analyzer (PMA) reduced recurring high priority incidents by 20% in the second year of implementation
‘Shift left’ approach detected flaws early, and provided more than 100 L1 knowledge articles to the service desk teams for improving triage, ticket prioritization, and assignment, thereby improving customer satisfaction to 95%+