a the c middleware including ibm websphere®, webmethods®, siebel®, tibco®, documentum® and...
TRANSCRIPT
A b o u t t h e C l i e n t Cisco is the worldwide leader in networking for the Internet. Cisco hardware, software and service offerings are used to create the Internet solutions that enable individuals, companies and countries easy access to information anywhere, at any time. The Cisco name has become synonymous with the Internet, as well as with the productivity improvements that networked business solutions provide. As worldwide demand for its products and services escalates, Cisco is committed to continually enhancing its IT infrastructure to ensure internal systems and applications are able to seamlessly support the company’s growth throughout all of its international locations. Cisco’s Platform Services Group, part of Cisco’s IT Business Services organization, delivers value by providing the appropriate technology resources and services to Cisco business units in a reliable, timely and cost-effective manner. The Platform Services team provides assistance to internal Cisco customers working on infrastructure-related applications in enterprise environment.
C l i e n t S i t u A t i o n Cisco’s Platform Services Group lacked the depth of domain expertise to effectively support several of its key middleware components spanning across its global IT infrastructure. Management recognized the need to outsource support for middleware including IBM WebSphere®, WebMethods®, Siebel®, Tibco®, Documentum® and Siteminder® in order to meet Cisco’s rigorous service delivery standards.
A r m A d A S o l u t i o nCisco’s Platform Services Group had been working with eight consulting firms to support its middleware. After a comprehensive evaluation of these firms’ core competencies, The Armada Group was selected as the exclusive on-shore Managed Services partner for the Platform Services Group. As a result, in partnership with Cisco, The Armada Group manages all consulting resources in the Americas for Platform Services case management and operations support.
On-Demand Talent Solutions™ for the world’s most innovative companies. Connecting extraordinary talent with world-class opportunities.
The Armada Group, IncPhone: (800) 408-2120Fax: (831) [email protected]
“We have a good relationship with The Armada Group. I always engage them at the very beginning of my projects and they never fail to provide the right consulting expertise. They care about their clients and are genuine enough that you can’t help but develop good relationships with them.”
- Senior IT Manager, Cisco
On-Demand Talent Solutions™ for the world’s most innovative companies. Connecting extraordinary talent with world-class opportunities.
The Armada Group, IncPhone: (800) 408-2120Fax: (831) [email protected]
r e S u l t S Armada’s Managed Service team is accountable for rapid and accurate resolution of all internal technical assistance requests, Web site management and documentation related to IBM WebSphere®, WebMethods®, Siebel®, Tibco®, Documentum® and Siteminder®.
Additional responsibilities include:• Case management• Change management support• Analysis and reporting• Platform services application maintenance and support
Armada is held to rigorous service level agreement (SLA) standards. Detailed metrics are recorded to ensure call resolution and customer service levels remain high. The Armada Group’s performance measurements have consistently exceeded the SLA metrics established by the Platform Services management team. In the high-pressure support area, Platform Services requires that 90 percent of the cases are closed within the SLA standards. Armada consistently achieves a 97 percent or higher closure rate. Additionally, Armada’s professionals exceed the 4.7 out of 5.0 expectation with an average score of 4.8. In the words of one Platform Services senior IT manager, “I have worked with The Armada Group for several years. Armada has proven to be fully professional and reliable in every aspect of their work. Armada displays remarkable insight and understanding, an energetic drive towards results, uncommon integrity, and creative solutions to problems. I can always count on Armada to provide high quality consultants, responsive service, accurate information, fair cost, and personable interactions. Armada is a pleasure to work with and I recommend their work with confidence.” In addition, The Armada Group’s contribution to the Platform Services Group support team helped Cisco win a Best Practices in Business Intelligence award presented at the annual ComputerWorld Business Intelligence Perspectives conference. The highly regarded awards program identifies and acknowledges excellence among users of business intelligence.
A b o u t A r m A d AArmada is an On-Demand Talent Solutions™ firm specializing in Software Development, IT, and Technical Project Management. For over 17 years, Armada has delivered On-Demand Talent Solutions for the world’s most innovative companies. Headquartered in Silicon Valley, our highly-trained Talent Consultants can help you solve your toughest hiring challenges, quickly and cost effectively.