Our Methodology: The Global Delivery Model

Global Delivery

 

  1. Initial Assessment of client’s environment
    • US based team collects project/ scope information
    • Portfolio analysis to determine off-shorability
    • Meetings with client’s team to get details of the process
    • Finalize the project scope
    • Offshore resources comes onsite for transition
    • Team building exercises with client
    • Detailed technical study of the process
  2.  Prepare for offshore delivery:
    • Prepare clients processes for offshore
    • Understand and agree on SLA’s
    • Get offshore connectivity
    • Intiate offshore training
    • Finalize contract and move back to offshore
  3. Manage from offshore:
    • Start the remote operation
    • Complete train the offshore team
    • Start weekly updates with client
    • Finish the transition activities
    • Establish local presence for US customers
  4. Steady State
    • Initiate performance meetings with clients
    • Perform process functions from offshore
    • Event correlation
    • Remedy as a process layer for service delivery (ITIL Process framework)
    • Web and phone access to customers
    • Online and Monthly executive reports
    • Dedicated account manager

Sample SLA is given below

Severity Level

Polling Interval

Notify Customer

Escalate to Customer

Escalate to vendor

Severity 1

4 min.

10 min.

25 min.

30 min.

Severity 2

4 min.

15 min.

30 min.

45 min.

Severity 3

4 min.

20 min.

60 min.

90 min.

 
SLAs are customized for your requirements of:

  • 24X7x365 coverage
  • Criticality of assets incidents
  • Change
  • Reporting
  • Response and Escalation