OVERVIEW

Cambridge ensures that customer needs are underpinned by high quality, value-added support services in a cost effective manner. Continuous and conscious efforts are made to increase the effectiveness and efficiency of the services provided through the implementation of standard processes, metrics and tools across enterprise support operations.

Cambridge Solution’s model of Maintenance and Support brings down the total cost of ownership with increased reliability of service leading to a better perception of IT service and customer satisfaction.

As an integral part of our comprehensive production support that includes monitoring, corrective and enhancement maintenance of the various applications, there are some common business objectives which most of our clients try to achieve via this model:

• Manage all production issues and requests through a single Service Desk
• Collaborate on issue resolution by continuous systematic updates
• Accurately measure and report on support effectiveness
• Capture knowledge on previous case resolution to resolve repeat cases more quickly
• Performance targets for this initiative shall measure both efficiency and effectiveness; efficiency in delivering support services at a lower cost of operations and effectiveness in increasing availability of application to meet business user expectations
• Coordination with other application vendors who were providing the support in terms of changes, bug fixes and enhancements
• ‘End to End coordination’ philosophy, the team shall interact and coordinate with other support groups involved incase there is a dependency on them and ensure that issue is resolved within the agreed service levels

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