Adani Support

Month at a glance - Oct'19

Highlights Opportunity Activity Performed Support

 Registered 390 tickets  Reduction Of tickets
for Oct
• 17% by provision of
• Incident -285 cancellation option to
• Request -91 requestor
• Enchancement -14
• 12% through
 MTTR for Oct Automation of
providing /
• Incident -12 Hrs removing access / roles
• Request-13 Hrs to end user
 New Joinee On  Outage setting needs
Boarding Automation to be handled through
Wipro
• Problem Statement :
 Manpower deployment
Task performaed during
New Joinee Onboarding existing from 3 to 5.
are in silo.
• Solution :  Requesting
New Joinee task is Pre-approval
performed through from Adani for
SNOW ( Sim card / IT requests like providing
asset / Work space ) ITIL role.
Support Performance - Oct'19
Adani Abex(Oct’19) – Total(5) :
Incident(2),Request(3)

Adani HRSSC(Oct’19) – Total(26) :

Incident(12),Request(12),Enhancement(2)

Adani IT(Oct’19) – Total(281) :

Incident(193),Request(76),Enhancement(12)

Adani ITOM – Total(78)

Incident(78)

Overall tickets(Oct’19) –Total(390) :

Incident(285),Request(91),Enhancement(14)
MTTR (In Hrs)- Oct'19
THANK YOU