Total IT Global

Overcoming site accessibility and heavy volume of tickets, Total IT Global delivered quality service for this international oil and gas company


Scheduled Visits & Dispatch Support

No. of Sites


No. of Countries

4, across APAC

About the Client

An oil and gas behemoth.


  • Site accessibility was demanding, as refineries and production plants were in remote or challenging terrain areas.
  • Protocols were many and resources required strict multiple, enhanced BGV clearances, due to the sensitive nature of operations.
  • Arranging or coordinating travel was also a challenge because of the remoteness of sites.
  • This would also prove challenging when managing the stringent SLAs.
  • Safety training and kits had to be additionally arranged for each resource.

Solution & Visible Results

  • Resources were made available in such a manner that the site was never left unmanned, while also keeping in mind, the cost optimisation.
  • Total IT Global planned a solution with a judicious mix of resources, keeping in mind the capabilities required on-ground and their experience.
  • Of the 32 sites, 11 remote sites had heavy volume of incoming tickets where SLAs were accommodated with 100% adherence and availability of the resources on every required visit.
  • Resources were trained on all safety protocols and guidelines to ensure adherence to all regulations and compliances and enable seamless delivery of support.