Client is a U.S.-based multinational company that provides multiple data related services within the financial industry and a large financial service provider.

The Company was looking for an IT services provider with significant offshore resources to provide SLA-based production support with an agreed turnaround time for high severity production fixes of two hours.

Our goal was to improve problem analysis time, improving the SLA by at least 25% at no extra cost to client.

The team set up a comprehensive knowledge repository for all previous and current production support calls from the available documentation. This was used to set up additional search criteria and enhanced technical guidelines for looking up similar historical problems. Data for the past six months as well as current data were added into the repository.

The results achieved by Cognizant were:

• Average problem analysis time reduced from 1.20 hours to 0.65 hours -- an improvement of 40%.
• Turnaround time (analysis and fixing) reduced from 1.9 hours to 1.35 hours -- an improvement of 30%.
• SLA revised from 2 hours to 1.5 hours -- an improvement of 25%.