Hybrid End User Management Services

About the Client & their Business Need

Our client is a global automotive component manufacturer with 35 manufacturing facilities and 11 engineering centers in 10 countries across 3 continents. The client IT team was facing uptime challenges due to a de-centralized delivery model with a high dependency on people resulting in frequent downtime. The existing service delivery model was inflexible, rigid, and impacting 3000 users across 28 locations in India. The customer wanted a cost-effective, superior service delivery framework to achieve zero production impact.




Business Operations

Lack of SLA

KPIs & Outcome-based delivery


& Decentralized Helpdesk Management

Our Solutions & Approach

  • End User Management Services with Centralized Technical Service Desk with well-defined Program Governance structure.
  • Key focus on User Delight, SLAs and KPI led delivery
  • Hybrid delivery model with Exclusive On-site & Remote resources and Shared On-Demand resources.
  • ITSM and ITAM Tool led Service Management approach for Incremental progression to End User experience KPIs driven IT Operations.
  • Phase wise automation approach to digitize/automate most of the frequently occurring end user related issues.
  • Structured and Systematic Continuous Improvement Plan to reduce incidents.
End user computing support managed services


  • Improved Customer Satisfaction index
  • Considerable reduction in Incident Count, by optimization
  • Reduction of critical business impact by improving Service Process maturity
  • Zero production impact, with robust business continuity process


increase in productivity


Improvement in CSAT and User Experience


reduction in Incident Count, by optimization

Let’s talk about your business needs

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