AT&T

AT&T Wireless Services (AWS) Production Support

Client Situation:
• Looking for a
• Knowledgeable partner to leverage product capabilities of
SAP
• Setting up Governance and best of the breed development
& support methodology
• Moving away from heavy dependency on SMEs
Infosys Solution:
• Conduct a swift and collaborative system appreciation to
assess the pain points, business impact & priority to
address those
• Track based approach and gating mechanism to measure
transition effectiveness Business Value:
• Setting up Governance Model with well-defined roles / • Better control on the production support environment
responsibilities, prioritization / scoping processes, • Refine SLA & Optimize resource model
communication processes and escalation mechanisms
• TCO Reduction
• Formulate metrics and proven delivery methodology for
• Cost / Capex to Opex
steady state optimization. Use of SLA management tool to
track, monitor, report SLAs • Employee/Customer satisfaction
• Conduct process improvement workshops to assess the • Time to market
gap between the implemented solution and SAP Best • Employee productivity
practices and closing them by planned deployment of
enhancements
• Leveraging vanilla functionality with lesser custom
development with a objective of reducing the TCO in long
run
• Ongoing continuous improvement initiatives
• Knowledge management