Case Study


Service Level Agreements – US Government Client

Issue:

* The program was not meeting 4 Major SLAs – IMACs, Open Tickets, Customer Satisfaction, and Time to Resolve

Solution:

* ASI developed and implemented the improvement plan that included an SLA Manager and workshare plan with cross functional resources to achieve SLAs

Results: Achieved SLAs in less than 2 months and continue to maintain SLAs to date (6 months +)

* IMACs SLA is 99% - ASI improved results from 94.09% to 99.65%

* Open Daily Tickets - ASI improved results from average of 395 to 92

* CSAT SLA is 90% - ASI improved results from 87.96% to 97.63%

* Time to Resolve SLA is 99% - ASI improved results from 81.07% to 99.24%

  • US Department of Education

  • US Department of Energy

  • American Red Cross

  • Veterans Administration

  • DIA

  • Office of Personnel Management

  • NYS Higher Education Services Corporation

  • NYS Office of the State Comptroller

  • AlliedSignal (Dept. of Energy)

  • US Air Force

  • Federal Home Loan Mortgage Corporation

  • State of Georgia Dept. of Admin. Services

  • Ohio Dept. of Transportation

  • Fulton County, Georgia

  • Niagara Mohawk Power Corporation

  • General Electric

  • Metaldyne Corporation

  • Alabama Gas (Energen)

  • Buffalo Rock

  • Mellon Bank

  • VF Corporation

Our Customers​

Strength|Diversity|Knowledge

  • Nationwide IT services company

  • CMMI Level 3 for Services Certified

  50% ASI Employees are    independently certified:
 o PMP
 o CISSP
 o ITIL v3
 o Six Sigma