A global payments company achieves huge breakthroughs in productivity and service availability from Gartner Consulting’s IT optimization capabilities. Added benefits were realized from improved process design and a solid IT Governance model.

Business Challenges

• Raise service availability to 99.999% through IT process improvements
• Dramatically reduce costs of unplanned system outages (which were running as high as $8M/second)

Approach / Differentiation

• Developed a roadmap for business services optimization and governance
• Redesigned processes; improved the implementation planning approach
• Quantified goals for business performance and system availability

Results

• Reduced meantime to repair from 14 hours to 6 hours; time to detect problems from 20 minutes to 60 seconds -- and daily alerts from 500,000 to 60
• Now able to resolve 92% of level 1 problems without escalation
• Reduced unit cost of network infrastructure services by 28%
• Replaced the majority of inbound reporting problems with proactive, positive outbound calls