OpEx Reduction Methodology
With a large chunk of IT budgets being spent on IT system support and maintenance, there is very little room left for new IT investments that can bring greater value to the organization. Companies are therefore looking at innovative ways to reduce support costs, without compromising on issue resolution speed and quality.
CybertTech has been a leader in the IT support domain for around two decades, with long-standing partnerships with technology leaders such as SAP, CISCO and ESRI. Understanding the value of cost-effective support to your business, we have built a transformational support model – CyberOpR, to reduce your operational expenditure (OpEx) significantly, while delivering high-quality support. Core components of CyberOpR include:
CyberOpR – Estimator
This next generation, web-based savings estimator tool, projects your Operational Expenditure savings over a fixed period of time. With an extremely user friendly interface, you can input your current-state information across a set of pre-defined parameters and get a close estimate of the support cost savings that CyberOpR can deliver for you.
This component is centered on the “shift-left” principle of moving issue resolution to the most cost-effective level of support (L1 and L2), thereby delivering huge operational expenditure savings, improving First Time Resolve (FTR) ratio and minimizing wait time.
Leveraging our experience of supporting large IT frameworks for several industry leaders worldwide, we have developed a comprehensive knowledge-base, a repository of all resolved issues with detailed support-FAQs for quick incident resolution. Issues and resolution details are tracked on a continuous basis using our automated monitoring tools, and fed back into the database to maintain a rich and all-encompassing repository that continuously enhances self-service and consequently the FTR ratio.
This knowledge base acts as a back-end to our online, interactive self-service portal – CyberKM. This portal, powered with workflow-based self-help tools, enables end users to fix basic / L1 issues themselves. This frees up a lot of LI support resources to address L2 issues and L2 support resources to handle L3 issues, thereby shifting the support curve to the left and consequently bringing your support costs down. Refer figure1.
CyberOpR - Optimizer is a strategic approach to help you achieve long-term cost reduction benefits. Our experienced consultants study your business and IT environments thoroughly to identify cost optimization opportunities across your entire IT organization, defining a robust solution incorporating industry best practices and CyberTech experience. Our integrated framework encompasses the following services along with a detailed implementation roadmap: