Sustainment Support

 

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Due to the increasing dependency on technology, the reactive nature of the helps desks are no longer going to meet the customer demands. Johnson Technology Services, Inc (JTSi) has successfully implemented and continue to support Help Desk Tier 1 through Tier 3 in various SAP implementations.

JTSi has implemented SAP Solution Manager as the key aspect of the Service Desk and integrated 3rd Party HelpDesk tools with SAP Solution Manager.

JTSi employs SAP Solution Manager Service Desk to establish an overall governance foundation base on IT Service Management as defined in the Information Technology Infrastructure Library (ITIL).

JTSi has matured a Sustainment Support process to provide cost effective but efficient support to Department of Defence (DoD). The process can be elucidated in 3 steps which quickly classifies the issues and isolates the expert level involvement only to the technical issues rather than the level 1 issues. This streamlining of the sustainment support is achieved by

  • Building and growing solution data base into a robust repository
  • Analyse the Incident database to identify recurring issues and pushing robust solutions to level 1 to expedite issue resolution. This method saves cost since level 1 is a low cost tier
  • Automated and detailed analysis and reporting of call centre activities viz. the performance against the Service-Level agreements (SLAs) etc. allows JTSi’s HelpDesk team to identify and mitigate the greatest areas of stress on the supported systems, which results in fewer and shorter calls, proactive correction of systematic issues and continuous process improvements and increased efficiencies in overall system operation.