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A Strategic Shift in IT Shared Services Support for a Global Multinational
- Staff, CCTS Global
- January 25, 2025
- industry
- Services
- Topic
CCTS has been entrusted by a leading multinational corporation to revamp and support its IT Shared Services (ITSS), which includes CRM, Helpdesk, Onsite, and Command Centre Operations. This comprehensive service overhaul involves the migration from IBM LN to K2, along with managing and optimizing various critical business applications and knowledge bases.
Scope of Service:
The service encompasses maintaining and updating system configurations, performing impact analysis, and developing contingency plans. CCTS plays a pivotal role in managing the entire solution, which includes CRM systems, Helpdesk applications, Call Handling, Case Management, Escalation Processes, FAQs, and Change Management.
Technology Used:
To streamline operations and improve efficiency, the project leverages a range of technologies, including MS SharePoint, WS02, K2 Black Pearl, RPA, and other advanced tools.
Strategic Assessment and Recommendations:
CCTS conducted a thorough portfolio assessment to optimize application interactions, enhance business outcomes, and identify opportunities for outsourcing. The team suggested a structured IT governance model that clearly defines decision-making processes, responsibilities, and authorities, ensuring the alignment of IT strategies with business objectives.
Roadmap and Delivery Model:
A clearly defined roadmap was established to ensure predictable service quality at predefined costs. CCTS’s ‘Hybrid Onsite/Offshore Delivery Model’ offers a cost-effective yet responsive service, balancing operational efficiency with agility.
By implementing a robust IT governance structure and optimizing the interaction between applications, CCTS has positioned the MNC for enhanced service quality and operational efficiency. This strategic partnership underscores the critical role of effective ITSS Management in achieving business success.
