Full cycle L1 and L2 support for a Knowledge and Information Economy business.
Our Customer, Informa, is an established business operating in the field of knowledge and information. They provides products and services based on content, intelligence and connections to specialist communities worldwide ranging from event organization to business intelligence consulting. Having a wide array of services on offer, Informa manages about 250 websites with more than 25 000 subscribers. The company’s web assets can be categorized by the types of services offered to end users as follows:
These digital assets required professional maintenance and support in order to ensure better end user experience, and the company was in need of a technology partner to take care of that. Itransition support specialists demonstrated solid technology expertise as well as industry knowledge and were chosen to provide Informa and their end users with 24/7 L1 and L2 support.
Itransition support and maintenance engineers deliver the following services:
% of resolved incidents increased by 25%
% of incidents incorrectly assigned and categorized reduced from 67% to 3%
Client satisfaction at issue resolution increased from 67% to 94%
L1 support specialists get emails from the monitoring systems (Pingdom, 24*7 site, Neustar, Database monitoring) and check the availability of indicated resources. In case one of Informa’s web assets does not reply or loads for a long period of time, Itransition engineers perform the full cycle of incident processing which looks the following way:
Itransition team includes a L1 support engineer, a L2 support engineer, and a project manager working as an extension of the Customer’s in-house team. The Customer gets 70-80 hours of work per month. The communication is organized via email, the Customer’s ticket-tracking system, Slack, Skype, Go2Meeting.
All the works are performed according to specific instructions approved by the Customer. The project manager monitors the correctness of provided services and presents detailed reports to the Customer monthly and at request.
The Customer is fully satisfied with the services provided by Itransition support engineers and the cooperation between the companies continues. With our help, more incidents are solved which leads to enhanced end user experience and reduced costs of IT support in general (as less incidents now require escalating to a more expensive L3).