Providing second-line application support and incident management for a wide range of software solutions for the period of absence of a full-time IT specialist.
Within six months, VERNA specialists:
• Provided resolution documents and troubleshooting instructions for help-desk staff and other second-line analysts.
• Played a key role in the process of optimizing current technical support costs by offering effective approaches to resource management.
• Performed the initial diagnosis of software failures, determined the causes of failures and carried out corrective actions to eliminate them.
• Improve the efficiency of support processes by creating clear instructions for staff.
• Reduce technical support costs by optimizing incident management processes.
• Ensure continuity of Cargill's business processes in the absence of key IT professionals.
This case demonstrates how the effective use of outstaffing allows international companies to maintain a high level of operational efficiency while maintaining optimal technical support management costs.
“For six months, VERNA specialists provided a second line of application support and incident management for a wide range of applications during the absence of an IT specialist from Cargill Ukraine's core staff.
We created resolution documents and troubleshooting instructions for Cargill Ukraine help-desk staff and second line analysts, conducted initial diagnostics of faults and took corrective action on them.”
We recommend VERNA as a reliable integrator and partner capable of qualitatively implementing large-scale IT projects within agreed deadlines.”
Oleksiy Malyshchenko
IT Director, Cargill Ukraine
CJSC Cargillhas been operating in Ukraine for more than 20 years, offering high-quality plant protection products, seeds and fertilizers. Cargill is engaged in the processing of sunflower seeds, the production of sunflower oil and meal at two oil extraction plants. In addition, the company purchases cereals and oilseeds from agricultural producers, as well as supplies agricultural products for processing enterprises of Ukraine and for export.
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