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CyberOpR
OpEx Reduction Methodology
Overview
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:
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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.
CyberOpR –Achiever
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
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:
  • Business process and IT harmonization
  • System rationalization and capacity improvement
  • Support centralization, Centre of Excellence formation and Support life cycle management
  • Optimizing sourcing and global sourcing of support
  • Process improvements
  • Vendor / partner management
Client Challenges
  • Driving continuous customer satisfaction and improving operational agility, while keeping support costs low
  • Improving issue resolution turn-around time and FTR ratio
  • Deploying a scalable support model to accommodate growing number of users and channels
  • Optimizing IT budget utilization and freeing up financial resources for strategic investments

CyberTech Value
  • More than fifteen years of experience supporting large global organizations across multiple industry sectors along with deep expertise on SAP technology product suites
  • Innovative support model  to increase the ratio of self-help services as compared to remote support and increase the ratio of remote support to onsite support, thereby reducing turn-around time, minimizing incident volumes and dramatically reducing your support costs (Delivering up-to 40% reduction in OpEx and 10% improvement in FTR in the first year of deployment)
  • Comprehensive support knowledge database (CyberKM) with accurate, updated issue resolution information, enabling end users to resolve generic issues themselves, thereby passing on the resource cost benefit to you
  • Powerful information analytics to predict problem areas and fix issues proactively, allowing you to maintain a substantial competitive advantage
  • Significant OpEx savings that enable you to redirect your savings to more strategic initiatives
  • End-to-end cost optimization consulting services for improved IT asset productivity, enhanced process performance and increased business agility
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