• Service Quality Improvement
  1. Improvement in MTTR (Mean Time To Repair)
  2. Improvement in first-level resolution
  3. Improvement in request fulfillment time
  4. Improved communication with single team / one-team approach
  5. Reduction of ticket hop counts where most of the tickets are expected to be resolved within the first level / same function
  • Release of SME bandwidth for critical activities/ service improvements
  • Standardized process-centric operations — Enable and fast-track automation adoption
  • Cost savings with optimized use of FTEs (full-time equivalents)/Headcount
  • Improves operations efficiency
  1. Standardized operation
  2. Efficient utilization of resources across multiple technologies
  • Continuous shift-left to converged operations team and further to automation
  • Reduction in people dependency
  • Clear career growth improves ESAT (employee satisfaction) and reduce attrition



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LTI is a global technology consulting and digital solutions Company helping more than 420 clients succeed in a converging world. With operations in 32 countries