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Service & Experience Management

Comprehensive digital infrastructure services featuring complete service management.

An Overview

In today’s digital-centric environment, positive customer experiences are essential for driving business growth. Although every organization relies on technology, IT departments must continuously adapt as the lines between applications, infrastructure, development, security, and operations become increasingly indistinct.

QTS partners with its clients to foster a comprehensive Service & Experience Management culture that encompasses People, Processes, and Tools. We assist our clients in achieving the right equilibrium among the competing demands of reliability, speed-to-value, risk, and cost-to-serve by integrating the most effective concepts from ITIL, SRE, DevOps Agile, and DevSecOps.

Capabilities

We assist our clients in designing and executing a cloud-ready infrastructure that will realize their vision and unleash unparalleled performance. With more than twenty years of industry experience collaborating with prominent global enterprises, QTS is ideally situated to support its clients in providing a seamless and uninterrupted digital customer experience, irrespective of whether the enterprise systems are based on traditional on-premise IT infrastructure, a hybrid cloud, or a fully public cloud-based enterprise. Our capabilities encompass:
Service Strategy
As part of our offerings, we assist clients in articulating their vision and developing a business case for transformation. We collaborate closely with client teams to pinpoint customer satisfaction objectives, refine a strategy for service excellence, and ensure that the appropriate metrics are monitored to achieve enterprise goals.
We support our clients in evaluating their current state and capabilities, envisioning the future state, and redesigning and optimizing ITSM processes to be flexible in various situations by utilizing agility and the advantages of cloud computing. Our team of specialists works alongside client teams throughout the organization to foster a cultural shift towards adopting agile methodologies, enabling them to deliver enhanced value while remaining compliant with frameworks that align with prioritized organizational goals (such as improving time to market, reducing operational costs, ensuring stability and resilience, and enhancing responsiveness).

In today’s environment, a digital-first approach is standard rather than an exception, and the contemporary enterprise landscape is intricate, characterized by hybrid, dynamic, distributed, and componentized IT environments. We assist our client enterprises in staying ahead by identifying and resolving issues proactively before they affect business operations. Furthermore, to enhance customer experiences both internally and externally, we help establish and manage the next generation of multi-channel, front-line customer support capabilities.

We are increasingly collaborating with our clients to introduce next-generation service management capabilities by integrating the best concepts from leading industry practices and frameworks such as Agile, DevOps, DevSecOps, SRE, and ITIL4. This approach aims to strike the right balance among the competing priorities of reliability, speed to value, risk, and cost to serve. We empower clients to utilize modern technologies, cutting-edge tools, analytics, automation, and machine learning—transforming IT operations through AIOps and supporting the sustainability and advancement of Continuous Improvement.

Delivering Results

$1 Mn+ savings in costs for a global online travel agency leveraging automation across service Desk
10% improvement in product revenue realization by reducing failed changes by optimizing service management for a global client
$5 Mn+ savings in costs per annum via delivery lifecycle transformation for an enterprise client
27% efficiency gains for a technology product & services organization leveraging Lean drivers

Featured Work

Application Support Services

With the emergence of connected customers, it has become essential for companies to be responsive and deliver

Tech Support Services for Airport Management Systems of an International Airport

QTS assisted the client in attaining a 98% decrease in unplanned downtime and 99.99% availability.

Microsoft SQL Database Management for a Leading Travel Retailer of Europe

The client realized a 95% reduction in the downtime of database servers for live applications and group applications as well.

Seraphinite AcceleratorOptimized by Seraphinite Accelerator
Turns on site high speed to be attractive for people and search engines.