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Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

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CTG Why CTG
Why CTG

We collaborate with clients to enhance digital agility, solving today's problems while preparing for future shifts.

Learn more

About Us

Delve into the values, mission, and vision that drive our company.

Partners

Explore our tech and industry partners, who amplify the value we provide.

CTG, a Cegeka Company

Learn more about our parent company, Cegeka, a global IT provider.

Corporate Responsibility

Read more about our commitment to being a good corporate citizen.

Culture

Discover the workplace culture we've built that makes CTG a great place to work.

Careers

Check out our employee benefits and start your career journey with CTG.

Learn More

Our Locations

Leadership Team

Company News

Events

Solutions

Applications

Empowering businesses with modern, scalable, efficient apps.

Cloud

Supporting all phases of your cloud journey.

Business Solutions

Offering Cegeka's MS Dynamics 365 solutions for pharma and life sciences.

Data

Enabling data-driven decision making and increased efficiency.

Service Desk

Providing 24x7 support with an exceptional end-user experience.

Talent

Rapidly delivering IT and business talent to accelerate digital initiatives.

Automation and AI

Leveraging tech to increase efficiency, lower costs, and empower employees.

Infrastructure

Laying the groundwork for a successful digital organization.

Advisory Services

Combining industry and tech expertise to align technology with business needs.

Testing

Ensuring the quality and reliability of enterprise software.

Cybersecurity

Enhancing the cyber resilience of your organization.

Industries
Industries

Our digital solutions are customized for the unique challenges, requirements, and regulations each industry we serve faces.

Explore industries

Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

Enabling seamless, efficient operations and increased speed to market with enterprise apps.

Finance and Insurance

Meeting the industry's need for enhanced efficiency, automation, compliance, and customer experiences.

Insights
Insights

We're thrilled to share our insights and expertise with you. Learn about industry trends, how to navigate common challenges, client success stories, and more.

Case Studies

Learn how we collaborate with clients to ensure their success.

Videos

Explore videos about CTG’s solutions, client testimonials, and more.

Blogs

Read blogs about tech, innovation, business, employees, and more.

News

View company news and insights from our experts in top publications.

Resources

View e-books, white papers, guides, infographics, and more.

Webinars

Learn from our experts, based on real-world experience across industries.

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Client Success Story

CTG Application Management Drives Operational Efficiency

Key Challenges

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Needed year-over-year savings while meeting service-level objectives

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Faced over 30 daily critical application incidents

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Required compliance with Sarbanes-Oxley regulations

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Needed dynamic support for evolving application and business needs

Business Benefits

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Achieved double-digit year-over-year savings over five years

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Reduced critical incidents from 30 per day to 1-2

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Provided reliable support for hundreds of critical applications

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Delivered flexibility through dynamic team augmentation

CTG Manages Application Portfolio to Drive Operational Efficiencies for Global Imaging Company 

The Client

For more than two decades, CTG has served as a trusted and integral partner for a leading global imaging company. As part of the engagement, CTG offers a wide variety of managed application services that empower the client to focus on strategic initiatives and free its employees to do what they do best—deliver world-class imaging solutions and innovations that benefit businesses and consumers.

“Like all enterprises today, our employees rely on a variety of applications in the course of any given business day to achieve their goals. For years, CTG has provided the support and expertise needed to fully maintain and manage our application portfolio so that we can focus on the imaging innovations our clients and consumers demand.” - Chief Information Officer

Challenge

The client required a value-based solution that provided year-over-year savings and met their service-level objectives. Like all organizations, this client’s application-related needs are varied and constantly shifting as new business initiatives emerge.

At the start of the engagement, the imaging company and the thousands of application users within it experienced more than 30 critical application incidents each day. Now, on average, there are one to two critical incidents per day—which are quickly addressed by the CTG team.

Solution

CTG’s experienced team is able to address the client’s changing application-related challenges and requirements while achieving the required cost savings and efficiencies. In the years since the engagement began, the scope of services provided by CTG has evolved as the client’s needs have changed. The delivery of these managed application services continues to reflect CTG’s commitment to ensuring the smooth and continual operation of the client’s critical systems and our commitment to forging long-term strategic partnerships with our clients.

Providing Full Support for an Evolving Application Portfolio
CTG provides support for hundreds of applications that are relied upon by users across all functional areas of the company by leveraging our Application Management solution, which addresses even the most demanding application challenges and needs through Tier 2 and 3 support.

The CTG Managed Services team—which includes one engagement manager, three team leaders, and six to ten application support members—delivers a “keep it running” support model for server, mainframe (now retired), client server, Lotus Notes, SharePoint, internet, and intranet applications. This support model, based on client priorities and service-level agreements, also includes SAP application operations and maintaining compliance with the Sarbanes-Oxley act regulations.

The services provided by CTG’s team include maintenance and incident management areas. The support provided to the client within these areas is varied and extensive—ensuring that users who depend on applications always have the full support they need.

Maintenance
CTG’s experts oversee all work to keep applications running at required performance levels. Maintenance can include routine work such as batch job management, data cleanup, performance monitoring, and year-end processing, as well as non-routine support such as consulting in response to ad hoc queries regarding business challenges for new or existing applications. CTG manages all application upgrades, patches, and the administrative processes associated with the supported application portfolio. Team members address changes due to new regulatory requirements, answer general questions, and produce needed reporting.

CTG utilizes and maintains testing scripts for applications. During the course of our work with the client, CTG has created, and continues to maintain, detailed work instructions and support documentation, which are important client assets. These test scripts, work instructions, and documentation ensure a consistent approach to support for all issues and work processes associated with the application portfolio.

Incident Management
CTG’s team resolves defects to existing application functionality. CTG experts prioritize and respond to routine and critical issues based on established ITIL procedures and client priorities and provide after-hours support for critical issues. They initiate the agreed-upon escalation process if there is a risk of a critical failure causing a major business interruption. CTG analysts conduct investigations to determine the root cause of issues that impact the application in question and which may stem from issues with middleware, infrastructure problems, or other varied causes. CTG team members ensure users’ adherence to all required security protocols and restrict access to applications to approved users. Based on client desires, the team institutes additional safeguards, such as multi-factor authentication.

Additional Project Support
CTG’s managed services deliver flexibility by periodically supplying additional team members and “burst support” based on changes to the client’s strategies and annual project demands. Examples of this support include:

  • Dynamically augmenting the project team with specific skills to support various technologies not in the original scope, including IBM Notes and Microsoft SharePoint databases and applications, internet/intranet applications, and SAP application operations.
  • Temporarily increasing staffing levels to address business initiatives by filling roles such as business analyst, developer, tester, database and server support, etc.

Past projects include:

  • Converting legacy systems to SAP functionality—supplied the business knowledge to develop SAP requirements and supported functionality testing.
  • Upgrading application software—supported modifications by evaluating, making, and testing changes and then moving these changes to production and monitoring.
  • Developing new applications to support manufacturing and business needs—used full lifecycle methodologies and rapid application approaches (at times employing business process reengineering) to develop internal and external-facing applications, including finance, payroll, customer service, U.S. customs and regulatory reporting, and executive reporting.

Results

Through its engagement with CTG, the imaging company has achieved significant savings, with the first five years of the engagement delivering double-digit, year-over-year savings, a return on investment that has remained consistent. In addition, the client’s employees have benefited from having direct access to a trusted partner who can answer any of their application-related questions.

Since the start of the engagement, CTG’s application experts have provided the support and know-how needed to effectively manage hundreds of applications, of which about 10 percent are critical applications requiring resolution times of eight hours or less, often with hundreds of users relying on each one.

At the start of the engagement, the imaging company and the thousands of application users within it experienced more than 30 critical application incidents each day. Now, on average, there are one to two critical incidents per day—which are quickly addressed by the CTG team.

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