Case Studies

Team Leasing
SAP AUTH

Team
Leasing
AEM

Team
Leasing
TIBCO

Team Leasing SAP AUTH

Requirement:

  • 2nd and 3rd line support for a large number of internal, cross-country, end-client systems in relation to authorization issues/service requests/changes. Support provided according to SLA agreement.

What we did:

  • Incident Management
  • Change Management
  • Service Requests Management
  • Knowledge Management
  • ITIL approach
  • Performance Measurement – KPI

The outcome:

  • Coverage for all needed time zones
  • KPI level above 90%
  • On-call support outside normal service hours
  • Service efficiency by eliminating 1st line of support
  • Dedicated Service Delivery Manager as single point of contact
  • Cost optimization thanks to remote team approach

Technologies:

  • SAP Authorization, SAP Security, RSSG tool implementation, OSS connection

Team Leasing AEM

Requirement:

  • A website (dedicated to product/event/topic) with content management system. Project covered design, template, additional functionality as per customer’s request, further support after the project phase is closed and the product is launched to PROD.

What we did:

  • Business Analysis
  • Project Plan with budget estimation
  • Design & Template according to customer’s requirements
  • Performance Measurement – KPI
  • 2nd & 3rd line of support – frontend, backend, configuration, administration, service helpdesk
  • KPI level above 90%
  • On-call support outside normal service hours
  • Service efficiency by eliminating the 1st line of support
  • Dedicated Project Manager for the project phase
  • Dedicated Service Delivery Manager as a single point of contact for service/support phase

Technologies:

  • Adobe AEM (JAVA), frontend (jQuery, JavaScript, HTML5, CSS3)

Team Leasing TIBCO

Requirement:

  • Provide the 3rd line of support for integration layer and manage change requests.

What we did:

  • Incident Management
  • Change Management
  • Problem Management
  • ITIL approach
  • KPI – Service and Performance Measurement
  • Introduction of a tool for tracking all requests – JIRA
  • 24/7 support with on-call service outside working hours
  • Coverage for all needed time zones
  • KPI level above 90%
  • Dedicated Service Delivery Manager and Team Leader
  • Cost optimization thanks to remote team approach

Technologies:

  • TIBCO, JAVA, JIRA, HPSM, FishEye

Team
Leasing
TESTING

Team Leasing TESTING

Requirement:

  • Decrease the number of reported incidents after the release packages PROD deployment.

What we did:

  • Introduction of Release Process with phases: manual testing for a separate change, manual testing for the whole release package, automated regression testing.
  • 3 environments for development and testing purposes: DEV env (single changes), TEST env (release packages), QA env (regression testing).
  • Manual Testing team, Automated Regression Testing team
  • Test Cases and Test Scenarios for each release package
  • Unit Tests, Performance Tests – mandatory prior to PROD release
  • Verification of the Source Code quality or each release package
  • Release process extended in time to cover all testing phases
  • Decrease of the reported incidents after each PROD release by 90%
  • 2nd and 3rd line of support limited to the minimum require
  • Dedicated Test Leader

Technologies:

  • Manual Testing, HP ALM, regression testing self-written scripts, FishEye