Achieving 99% SLA
Adherence with SIAM

Challenges

The client was facing challenges with fragmented IT service management due to multiple service providers operating in silos. Key issues included:

Lack of a single point of ownership for IT service governance.

No visibility or control over IT budgets.

Difficulty in tracking SLAs and performance metrics.

IT processes were unstructured, leading to hundreds of major incidents per month

Consolidation of 150 data centers down to 50 created an overwhelming volume of changes (~700 per week) that required streamlined processing.

Our Approach

Transition & Optimization: Took over SIAM operations within a tight timeline of one month.

Process Standardization: Evaluate and replace process for Major Incident, Incident,
Problem, and Change Management

Continuous Improvement: Implemented ongoing monitoring and enhancements to adapt to evolving business needs.

The Impact

The transformation delivered measurable improvements in IT operations:

99% SLA adherence, exceeding the initial target of 97%.

Major incidents reduced from hundreds per month to single digits.

99% SLA adherence, exceeding the initial target of 97%.Improved visibility with real-time dashboards providing a single-pane-of-glass view

Process enhancements led to the addition of Availability, Capacity, and Service Request Management.

Faster issue resolution through standardized ticket prioritization and workflow automation.v

Effective Stakeholder Communication by improving collaboration and alignment among key stakeholders, ensuring smooth project execution and decision-making.

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How We Solve Real Business Challenges

Salesforce Implementation Partner

From strategy to go-live — and beyond

As your dedicated Salesforce implementation partner, MicroGenesis delivers full-lifecycle implementations using a structured, low-risk methodology designed to get you to value quickly and keep you there through every phase of growth.

1. Discovery & Advisory

Workshops with your Salesforce consulting team to map processes, define goals, and shape a clear CRM roadmap.

2. Solution Design

Architecture, data model, and configuration blueprint crafted by certified Salesforce consultants aligned to your requirements.

3. Build & Configure

Declarative setup plus custom development across Sales, Service & Experience Cloud — built to Salesforce best practices.

4. Data & Integration

Secure data migration and Salesforce integration with your existing enterprise systems, delivered by our Salesforce integration partners team.

5. Testing & QA

Functional, integration, and user acceptance testing for a reliable, low-risk rollout of your Salesforce environment.

6. Deployment & Go-Live

Controlled release with cutover planning and hypercare support during the critical first days post-launch.

7. Training & Adoption

Enablement and change management from your Salesforce consulting firm to drive confident, lasting user adoption.

8. Managed Support

Ongoing 24×7 L1–L3 Salesforce managed support and continuous improvement for your live org.

Salesforce Managed Support

24X7 L1, L2 & L3 Salesforce support

Keep your Salesforce environment healthy, secure, and continuously improving with always-on managed support across all three tiers – delivered by our Salesforce partner team under clear SLAs.

24 X 7 X 365 Salesforce support coverage with defined SLAs and escalation paths

L1 : First Line

Day-to-day user support & monitoring
  • Ticket logging, triage & tracking
  • User access, login & password assistance
  • Basic how-to and navigation support
  • System monitoring and known issue resolution
  • Escalation to L2/L3 teams when required

L2: Functional

Configuration & Advanced Troubleshooting
  • Configuration changes and administrative tasks
  • Flow, validation rule, and automation troubleshooting
  • Reports, dashboards, and data issue resolution
  • Salesforce integration and synchronization diagnostics
  • Root cause analysis and issue resolution

L3: Engineering

Custom Development & Deep Expertise
  • Apex, Lightning Web Components (LWC), and custom code troubleshooting
  • Complex Salesforce integration engineering and support
  • Performance optimization and scalability tuning
  • Enhancements and new feature development
  • Vendor escalation management and coordination