WhiteBox propose to deliver the requisite IT Services using our innovative and optimal HYBRID (On Site, Near Shore/ Off Site and Off Shore) Delivery model that will deliver the scoped IT services for clients at dramatically lower cost, yet maintaining the desired SLA's. The central theme of our service delivery model is an Integrated Centralized service help desk. This service desk will become the single point of contact for issues. WhiteBox use ITIL and GMP compliant ticketing tool for this service desk. The end users of can log a problem or raise a query through the web, email, visit or phone. All issues will be addressed within the SLAs which would be agreed up on the due diligence phase of the project along with clear service catalog, categories and priority.
WhiteBox service delivery model for SAP Customers are supported by a robust process and infrastructure framework. WhiteBox will implement & support word-class Best Practices, call on its Centers of Excellence, and use continual review and feedback from SAP Customers as the pillars of Service Delivery Excellence.
The WhiteBox SAP support solution offered to Customer is based on SUPPORT@SAVI which is proven solution which addresses all major and minor challenges in the support life cycle.
WhiteBox will establish service level management framework to ensure that for the SLA’s committed, necessary Operational Level Agreements and Under Pinning Contracts are in place to ensure the delivery of agreed target levels. WhiteBox proposes the following key principles for service level management
Optimize IT Operations and Innovate Business Processes More Quickly
Complete Services under one Roof
Effective Upgrade Methodology & Processes
Execution Plan – Onsite and Offshore
Whitebox a Unique Partner
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