Stefanini: High Quality IT Help Desk Outsourcing Powered by CA Tools

Beth Gebrai, Vice President
Modern enterprises operate in an environment where the technology has become highly advanced, and end users have become smarter and more demanding. In this realm, the right implementation of an IT support strategy is a significant challenge for executives. CIOs and CEOs are not only looking for solutions that mitigate obstacles related to management of IT infrastructure, but also enable the highest productivity of end users, while reducing IT support costs. “Stefanini supports mid-size multinational firms and large global enterprises across the entire spectrum of end user computing, and our services are powered by CA tools,” says Beth Gebrai, Vice President Global Partnerships, Stefanini.

Founded in 1987, Stefanini provides offshore, onshore and nearshore IT services with a proven track record for IT help desk outsourcing. Being a CA partner, Stefanini bundles the CA Service Desk Manager toolset into their IT help desk outsourcing solution. “A significant trend today is to reduce the number of handled contacts at the IT Help Desk, while providing other support alternatives such as end user self service and automation,” says Gebrai. “The CA tools provide us with a powerful platform to drive service improvements and innovation into each of our client engagements,” adds Gebrai.

Stefanini also provides analytics services, helping clients to see the relationship and interdependencies between IT service delivery, and business outcomes. Data captured and contained with CA’s platform is an essential input to Stefanini’s management reporting and real time dashboard capability. In addition, Stefanini provides CA tools on premise or via a SaaS model from Stefanini’s cloud. “Our SaaS+ offer helps clients reduce upfront capital expenditures and allows them to concentrate on their business rather than maintaining tool instances,” says Gebrai.


Stefanini supports mid-size multi national firms and large global enterprises across the entire spectrum of end user computing, and our services are powered by CA tools


Many organizations from the Fortune 1000 entrust Stefanini with their support for end users. For instance, a one billion dollar marketing services company was facing problems in the area of service requests as they had a legacy set of tools that were not optimized and lacked standard fulfillment processes which lead to manual operations. O Request fulfillment was time consuming and expenses were sky rocketing, affecting the end user satisfaction rate. The organization implemented Stefanini’s SaaS+ model that included the service catalog module of CA tools together with self-service capability for common requests like password resets. Stefanini leveraged automation functions within CA tools to pre-populate the most common request fields online, making the process faster and much smoother. As a result, the client was able to respond to requests at a faster rate, and at a much lower cost, saving the client over $150,000 dollars in the first year alone.

The company has successfully delivered multiple alternatives to meet global support requirements, budgets, business demands, and service levels. “Stefanini is growing continuously, and we want to continue to deliver innovation powered by CA tools, in each of our client engagements,” concludes Gebrai.

Company
Stefanini

Headquarters
Sao Paulo, Brazil

Management
Beth Gebrai, Vice President

Description
Providing IT help desk outsourcing, application development services, system integration, consulting and strategic staffing.