case study: infrastructure outsourcing
improve high priority incident management services, large global financial services firm
results at a glance:
Problem: High priority infrastructure issues
were not being resolved in a timely manner and
recurring issues were not properly addressed.
Solution: Randstad Technologies created a fixed-
price, hybrid support solution that efficiently
distributes incident response between client
and Randstad Technologies resources, improves
the resolution process and provides ongoing
assessments of performance and quality.
Results: High Priority/Severity issues are identified
more quickly (detection of P1 incidents within 10
minutes improved 38%) and resolution times have
improved significantly providing a more stable
infrastructure and improved customer satisfaction.
client profile:
Founded in the early 1900’s, this privately owned
One of the oldest financial institutions in the U.S.,
they are a leading global financial services firm
with assets of $2 trillion. They serve millions of
customers in more than 60 countries and have more
than 200,000 employees worldwide.
business problem:
Although the company’s Production Assurance
organization successfully handled an average of
2,200 incidents per day, the firm was not satisfied
with the time required to resolve high priority
and high severity (P1/S1) infrastructure issues. In
addition, senior technologists were spending time
on basic issues and the team was addressing similar
problems multiple times. Management sought a
solution that was cost-effective and could be scaled
to support additional lines of business.
the Randstad Technologies solution:
Randstad Technologies created a fixed-price
infrastructure and support solution with a sharp
focus on process improvement and measurability.
A team of Randstad Technologies specialists
were made available to help the client’s internal
personnel quickly handle P1/S1 incidents. To
measure the performance of both the Production
Assurance organization and the Randstad
Technologies resources critical success factors
and key performance indicators were carefully
measured.
the Randstad Technologies solution:
• Provides 24x7x365 monitoring of alerts and
incidents
• Utilizes triage techniques to appropriately
distribute incident response between client and
Randstad Technologies resources
• Enables junior technologists to resolve basic
problems
• Measures mean time to resolution (MTTR) and
average “Detect to Diagnose” time based on
priority/severity
• Uses Incident Manager scorecards and customer
satisfaction surveys to assess performance and
quality
• Improves the incident resolution processes
through the use of proven best practices
• Provides customized and ongoing training for
service personnel
• Reduces recurring issues through improvements
in root cause analysis (RCA) and enhanced
collaboration with problem management
resources
• Supports the global infrastructure

benefits delivered:
The Randstad Technologies solution has significantly
improved incident detection. Despite the fact that P1
ticket volume increased 48%, detection of P1 incidents
within 10 minutes improved 38%, from 65.6% to
90.8%. Incoming alerts are quickly distributed to the
appropriate resource. Improvements in root cause
analysis are reducing the number of repeat incidents
and effective measurement programs are now in effect.

visit us at www.randstadtechnologies.com