Customers Achieve Cost
Avoidance Savings with
CA Service Desk Manager
CLIENT PROFILE Industry: IT Services Company: Stefanini Employees: 17,000 Revenue: $1 billion BUSINESS Stefanini is a leading global provider of IT outsourcing, consulting, systems integration and application and strategic staffi ng services to Fortune 1000 enterprises around the world.
CHALLENGE
The company aims to help its customers reduce costs and maximize effi ciency through the delivery of best-practice service desk support. This requires an ITIL® compliant toolset that supports continuous improvement.
SOLUTION
Stefanini has used CA Service Desk Manager as its preferred toolset for IT service desk outsourcing clients since 2007. The solution helps the company improve mean time to repair (MTTR) by up to 60 percent for some customers.
BENEFIT
Service improvements have resulted in cost avoidance savings of up to $1 million for Stefanini clients. The CA Technologies solution has also helped Stefanini increase customer satisfaction and its competitive advantage.
ca.com 2 | Customer Success Story: Stefanini | July 2013
Business
Exceeding customer expectations
Stefanini is a global IT outsourcing services company with 17,000 associates and 76 offices in 30 countries across the Americas, Europe, Africa, Australia, and Asia.
Founded in 1987 in Sao Paulo, Brazil, Stefanini provides offshore, onshore and nearshore IT services, including IT help desk outsourcing, application development services, systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world.
With a base of over 500 active clients, including more than 300 multinationals, Stefanini maintains a strong presence in industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector, and utilities.
Offering support in 32 languages, Stefanini’s mission is to exceed the expectations of its customers, employees and shareholders through technology and innovation.
Stefanini is a CA strategic partner, providing hosting and management services for CA’s Service Management as a Service (SMaaS) offering.
Challenge
Leveraging technology to increase efficiency
Stefanini’s focus is to become a strategic partner for its clients. It operates in a competitive industry and in order to gain and maintain competitive edge, it must differentiate itself through innovation and continuous improvement.
Randy DesRosiers, Senior Service Delivery Manager at Stefanini, explains, “Stefanini offers best-practice service desk and deskside support services along with world-class tools and is increasingly recognized as a leading global player. A key differentiator lies in our ability to help our clients become more efficient through technology.”
“ We need to be able to analyze ticket-
handling processes so we can take
proactive measures to reduce faults.”
Randy DesRosiers
For Stefanini’s customers, this translates into fewer IT problems and reduced costs. In order to
achieve this, Stefanini requires tools that not only help to increase efficiency but also facilitate ongoing service improvement.
DesRosiers comments, “We need to be able to analyze trends and ticket-handling processes so that we can take proactive measures to reduce faults and improve service quality.”
For a number of years, Stefanini had been using an in-house tool for service desk management. The company is increasingly committed to ITIL® best practices, however, and the tool was unable to support these processes without significant investment in development. To simplify ITIL-compliance and support ongoing improvement, Stefanini needed a more sophisticated solution.
Solution
ITIL-compliant incident, problem and change management
Following a thorough evaluation of the solutions available, Stefanini selected CA Service Desk Manager and has been using the solution as part of its preferred toolset since 2007.
In addition to ITIL-compliance and ease of use, the solution’s flexibility was also a key factor in its selection. DesRosiers explains, “CA Service Desk Manager can easily be configured by our in-house development staff to meet the specific needs of different customers.”
For example, one of Stefanini’s customers required that high priority tickets submitted via the Web were processed within five minutes, but operating in a phone-based contact center means that agents may not immediately see when a Web ticket arrives. “We configured CA Service Desk Manager to create an automated alert to the appropriate team when a high priority ticket was raised. This offered a cost-effective solution to a potentially difficult problem,” comments DesRosiers.
Similarly, the solution supports Stefanini’s best-practice for ticket handling. “For another customer, we configured CA Service Desk Manager to send alerts to a group of agents rather than to a single, specified assignee who might be tied up or on holiday. This ensures fast resolution, meets customer needs and aligns with our best practice,” confirms DesRosiers.
As a result of more efficient processes, CA Service Desk Manager has helped Stefanini reduce the mean time to repair (MTTR) for many of its customers by as much as 60 percent. “With a single unified solution for incident, problem and change management, our service desk agents can act more efficiently to resolve problems faster,” explains DesRosiers.
Enabling service improvement with in-depth reporting
The solution’s reporting capabilities have also proved invaluable in helping Stefanini to further improve service to customers. Service delivery managers are able to generate and automate custom reports to meet different needs, whether to illustrate performance to customers or to enable internal analysis for service improvement.
ca.com 4 | Customer Success Story: Stefanini | July 2013
The depth and breadth of reporting helps Stefanini to identify issues in customer environments and to work with customers to try and reduce faults and call volumes.
“If we see a spike in a certain call type at a certain time or relating to a specific application, we work closely with the customer to identify the root cause. It might be a problem with an application upgrade or a user training issue, for example, that we can address proactively to prevent the problem from recurring,” explains DesRosiers.
In particular, Stefanini regularly analyzes escalations to identify opportunities to implement a ‘shift-left’ strategy. This involves taking a process usually dealt with by costly second or third line support resources and enabling resolution at the level one service desk, usually through knowledge- sharing, training or process improvement, or empowering users to resolve issues via self-service. “By analyzing incident trends in CA Service Desk Manager, we have been successful in increasing first line resolution for some customers by up to 75 percent for specific incident categories over the life span of their project. As well as increasing user satisfaction and reducing costs, this frees up customers’ level two resources to focus on business-level issues,” says DesRosiers.
Stefanini currently supports 55 customers and nearly 700,000 end users using CA Service Desk Manager, which in 2012 represented a total of 2.4 million incidents and requests.
The company also utilizes additional CA Technologies solutions – CA IT Asset Manager, CA Service Catalog, CA Spectrum®, and CA Performance Management, among others – with CA Service Desk Manager for IT Service Management.
Benefit
Delivering service excellence and innovation
CA Service Desk Manager enables Stefanini to deliver on its goal of providing innovation to help customers increase efficiency. By driving service improvements, Stefanini has in turn been able to increase efficiency and lower its service costs. For example, under the right circumstances the cost avoidance potential could total as much as $1 million over the lifespan of a project. As well as reducing costs for both Stefanini and its customers, service improvement is also driving higher customer satisfaction. End user surveys that are facilitated via the CA Technologies solution show an average satisfaction rate of 4.8 out of five.
As a result of these factors, CA Service Desk Manager has helped Stefanini to: • Increase competitive advantage
• Support business growth • Achieve strategic goals.
“CA Service Desk Manager is vital to the successful delivery of our service. Its ability to help us drive innovation and service excellence will help us increase competitive advantage and further drive business growth,” concludes DesRosiers.
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