corporate service profile -...
TRANSCRIPT
1
Corporate
Service Profile
eStomi Overview
eStomi offers consulting explicitly in IT Service Management and Business Service Management domains.
eStomi specializes in AD4 (Architecture, Design, Development, Deployment and Domain) of enterprise class Service Desk & ITSM suite used by a company, organization or other entity, more predominantly in sectors like IT, ITeS, KPO, BPO, High-tech & Engineering services to assign tickets to incoming queries and track further communications about them. It is a means of managing incoming inquiries, complaints, support requests, defect reports and other communications, overall which is termed “Trouble Ticket Request System” or “Helpdesk” sometimes.
Managing these activities end-to-end, complete cycle with solution based support is termed “Service Management”, similar to financial management or resource management & with use of software to execute these activities it ‘s termed “ITSM”
{ Abbrev : IT Service Management }
Today , eStomi helps large enterprise, IT majors, Telcos, Hi-tech, Automobile & Engineering, Manufacturing, Retail & distribution, Logistics, Portals, Travel & leisure, Hospitality in deploying proprietary ITSM software (BMC Remedy & Service Now ), Open Source (OTRS, Germany or iTop, France) and cloud solutions (ITRP, USA or Wolken, India) based ITSM tools to meet their demands & challenges in service management.
Our journey so far
Signed up with AOL as
Remedy customer
Aug 2010
Implemented OTRS Helpdesk pan India for a
major healthcare
Jan 2011
Implemented ITSM for a major
insurance behemoth
Feb 2012
Major Remedy ITSM upgrade for
an Australian telecom
Jan 2013
Major Remedy upgrade for a UK based telecom
Nov 2013
Implemented ITSM for
Fortune 500
Aug 2014
OTRS certified eStomi as System
Integration Partner
Oct 2010
Sep 2011
Sep 2012
Jun 2013
Feb 2014
Implemented first ITIL compliant solution at Sri
Lanka
Multi-tenant ITSM
implementation on cloud
Established Helpdesk and
ITSM platform for a leading portal
Partnered with BMC
Apr 2014
Partnered with ITRP (US), iTop (France), Wolken (India)
Milestones
Awards & Recognitions
Partners & Alliances
• eStomi was adjudged Top 21 out of 2700 startups reviewed by Crisil, LinkedIn and Microsoft for “Completely Boss” competition
• eStomi was bestowed “Emerging Company” award by Indian Achievers’ Forum
Advantage
How Do You Choose An Technology Partner? For most companies, choosing a technology partner depends on three factors: Can I better serve my clients? Can I reduce business risk? Will my investment be rewarded? eStomi contributes by helping its customers in answering above queries based on its vast experience and best practices
Business value
• Industry Best Practices
• 100% SLA Adherence
• Better efficiency
• Productivity Improvement
• Flexi approach
• Time Management
• Industry best Professionals
• Customer support
Quality
• Subject matter experts / Industry experts
• Best In class ITSM Processes
• Strong technical framework
• Delivering high quality work
• Value adds in enhancements & upgrades
Cost
• Economies of Scale
• Best in class Technology
• IT Infra & Support Center (Saving Capex)
• Savings on Hidden Costs
• On-premise or Cloud (Fixed to Variable Cost)
Global experience
Confidential
Listed below are some of our Customers & Partners
Featured Clientele
Services
eStomi provides the services that comprises of the below ingredients-
Expectations: Delivers value to the customer by facilitating outcomes that customers want to achieve
Interaction: Engages the customer in regular business conversation
Utility: Provides the service that has a positive effect on the performance AND removal of constraints on performance
Warranty: Assures the customers on service of certain level of availability (being onsite/offshore), capacity (by leveraging skills), continuity (by persisting until business requirements are met) and security (ensuring that the customer feels and is secured of the services)
Problem addressing mechanism: Derives optimum solution using different techniques
Pricing: Bases its prices rationally on the quality of services provided
Confidential
Service Establishment
How does eStomi view IT as Service Establishment?
eStomi looks towards IT operations from a service perspective (preparing,
delivering and retiring)
eStomi addresses business needs by appropriate services
We consider user satisfaction to enhance the user ability to complete their work more effectively and efficiently
We live by the adage that “Services are remembered not by the products used, but by fulfillment of user needs”
We develop new ideas for services that have to be taken on a confident ideation to delivery roadmap by a concerted effort of various teams for conclusive action
Confidential
Verticals/Domains
Pharmaceuticals Logistics Automobile e-Commerce
Portals
Telecom Travel Insurance Fortune 500
IT Infrastructure Banking Retail IT Major
Power Energy Utilities Manufacturing Transportation
Leisure NGO Engineering
Services Education
Healthcare Aviation Human
Resources Mobility
Service Portfolio Management
Confidential
S
E
R
V
I
C
E
C
A
T
A
L
O
G
OTRS, iTop Consultancy
BMC Remedy Consultancy
ITRP, Wolken Consultancy
Remedy/ITSM Training
ITIL v3.0 Training
ServiceNow Consultancy
ITSM/ITIL Consultancy
Process Consultancy
Leadership Training Training
S E R V I C E P I P E L I N E
SAP Consultancy
OTRS Training
Buzilla/Open source Consultancy
HP Openview Consultancy
Click here to review Case Studies
Management Consultancy
Service Portfolio Management in detail…
Confidential
ITSM Consultancy
Integrating ITSM applications with other systems
Customizing ITSM applications to suit organizational requirements
Migrating from legacy Remedy applications to ITSM
Implementing ITSM
Remedy/OTRS/iTop/ITRP/Wolken Consultancy
Upgrading to higher versions of Remedy/OTRS/iTop/ITRP/Wolken
Migrating non-Remedy/OTRS applications to OTRS/Remedy based applications
Integrating Remedy/OTRS applications with other systems
Design, development and customizations of Remedy/OTRS/iTop applications
Upgrading lower versions of ITSM to higher versions of ITSM
Maintaining homegrown or legacy Remedy/OTRS/iTop/ITRP applications
Confidential
Remedy/OTRS Administration
Administering Email Engine and its configurations with mail server
Administering Web servers and Reporting servers
Administering Remedy/OTRS architecture and its connectivity to databases
Fine-tuning performance and troubleshooting AR System/OTRS
Administering and advising on Remedy licenses
Minor enhancements related to data driven configurations
Opensource & Database Consultancy
Fine tuning and Maintenance
Database design
Management Consultancy
Setting up Development/QA teams
Setting up Onsite/Offshore teams
Jira, Testopia
Perl, Php, Bugzilla, MySQL
Service Management
Project Management
Service Portfolio Management in detail…
Confidential
Leadership Training
One-on-One coaching for Managers (6 months program)
ITIL Training/Consulting
ITIL v3.0 Expert Training
ITIL v3.0 Service Manager Training
ITIL v3.0 Foundation Training
Training on conducting successful interviews
Training on giving Constructive Feedback
Effective Communication Training
Time Management for Leadership Training
Senior Manager Training
First Level Manager Training
Remedy/ITSM Training
End-user Training
ITSM (Service Desk (Problem Mgmt/Incident Mgmt), Change Mgmt, Asset Mgmt, Remedy Knowledge Mgmt and Service Level Mgmt) Training
Advanced Remedy Development Training
Remedy Administration Part II
Remedy Administration Part I
ITIL Consultancy
Service Portfolio Management in detail…
Adapted Change Model
Confidential
Manage the business
Manage the business
processes
Manage Services
Service Portfolio
Manage the Supplier’s business
Manage the External services
External Operations
Strategic Change
Tactical Change
Operational Change
Business eStomi Supplier
Service Change
Service Operations
Manage the business
operations
eStomi Change Management Model
Service Improvements
Confidential
Continual Service Improvement eStomi continually aligns and realigns services to the changing business needs by identifying and implementing improvements to services
eStomi reviews, analyzes and makes recommendations on –
Improving opportunities Service levels Improving effectiveness and efficiency in delivering services by ensuring
applicable quality practices are used
eStomi follows the simple PDCA (Plan->Do->Check->Act) model for applying improvements continuously. eStomi typically measures –
To validate previous decisions To direct activities To justify course of action To intervene
Best Practices
Internal Experience
Training & Education
Academic Research
Industry Practices
Internal Experience
Customers Regulators Substitutes
Technologies Advisors Suppliers Customers Employees
Commitment Compliance Competition
Source (generated)
Driver (filters)
Enablers (aggregated)
Scenarios (filters)
Know
ledge a
pplie
d to
eS
tom
i ag
ile S
ervic
e M
an
ag
em
en
t
Confidential
Customer Testimonials
"They have a set of seasoned professionals who bring in a lot of expertise in and around the Remedy environment. I will rely on them for any skills around Remedy platform. A niche team of competent professionals with good attitude and temperament. Pleasure to engage and deal with them."
Vasudevan G, Vice President, Andes Program, Tech Mahindra
“Having implemented OTRS in house, to replace a commercial email management system, the internal businesses were much impressed and started adopting it, and along with came tricky customisation requirements. This is when we started looking for an external expert support and stumbled upon eStomi as an authorised partner of OTRS. eStomi’s expertise with OTRS, and their solution delivered in time, have enabled us to migrate a major business on to OTRS with ease. We look forward to work with eStomi in the coming days”
V. Kannan, Vice President, Systems Development, Thomas Cook (India) Ltd.,
Confidential
“When I was in need of IT solutions for our "No Tears", eStomi extended its helping hands to me immediately. Their service and quality of work is very satsfactory. It is my pleasure to have eStomi as a part of our NGO. It is the beginning that we made together and we have to continue the journey to make it better. We wish eStomi all the success in future together with best health, joy and prosperity. "Please share smile with others, make their day a little bit happier".”
Dr. Sharmistha Chakrabortty, Founder, NoTears (NGO)
"eStomi has done an excellent job in understanding our requirements and implementing our service desk quickly and with minimal iterations. Their understanding of OTRS made it very easy for them to map the core product features and make the necessary customization's to fully meet our needs."
Sujit Guptan, Chairman and Managing Director of Lore Software Solutions
Customer Testimonials
Confidential
"We are very happy with the implementation of OTRS in our hospital. In one move, it has moved our work practices to a higher level of efficiency, accountability, besides being instantaneous, and saving paper. We found the team very helpful and co operative in all stages of development, implementation and maintenance of the software. They were very prompt, listened to our queries and problems and responded efficiently to implement the necessary solutions. We are delighted with this program and the team and highly recommend them." Philip Alexander, Medical Superintendent, Lady Willingdon Hospital
"As a partner of ITSCAPE, Inc., eStomi has done an excellent work in helping us take OTRS to the next level. Their expertise in the system was crucial in allowing us to integrate and power the OTRS CMDB with our application auto-discovery data. We look forward to continuing an on-going partnership where we can leverage their professional expertise to continue bringing new features to the system.."
Jihad El-Assaad, CEO of ITScape Inc. USA
Customer Testimonials
Confidential
"eStomi is our partner in the journey from moving from commercial in-flexible IT Service Management tools to open-source customized ITSM solution for our needs. With eStomi's help we have been able to migrate to a customized solution which runs Flipkart's Information Technology group. We are also in the process of migrating other such requirements to the same platform. I was impressed with eStomi's capabilities in terms of deep product knowledge, good development skills and commitment to customer's success. I highly recommend eStomi to anyone for their IT Service management needs."
Rahul Gupta, Manager, IT Apps, Flipkart
"Had my first stint with eStomi on implementing SLA customization and they did it very efficiently and in a very professional way. If I get a chance, I would definitely recommend them to other companies who are using OTRS as their support tool."
Anil Poduval, Business Head, Nendrasys
Customer Testimonials
Confidential and more…
"eStomi understood our service management requirements from the start. Their idea driven, professional approach refined our ambition."
Ashan Abeygoonewardena, Vice-President, KBSL, Sri Lanka
“We were on the lookout for a basic incident management system with reporting. After some market study, we realized that OTRS served the purpose in terms of – easy customization, quick deployment, user-friendliness and competitive pricing.. eStomi did a wonderful job with design, customization and building a user friendly reporting module to meet our needs. The support staff were knowledgeable and very helpful in ensuring smooth transition from our legacy system. Kudos to eStomi and OTRS for a job well done!”
Bala Vignesh, Deputy Manager–Technical Support, one of the leading automobile
companies in India
"Thank you for taking care of our Bugzilla problem so quickly. Your work was thorough and resolved our problem without needing to be revisited. We will definitely contact you for more work in the future!"
Jon Berry, President, Green Olive Tree Inc., USA
Customer Testimonials
