| Global Service Desk Implementation and Rollout Support for Leading manufacturer of Fire & Security products |
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The Client |
| Our Client is a Global Leader in Fire & Security Products & Services |
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The Challenge |
| The client required a consolidated Service desk platform for managing both Application development and Infrastructure Support related issues. |
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The Solution |
Our solution included:
- Implementation of a Centralized Service Desk for Infrastructure and Application Support. This included:
- Defining and Mapping of Service Support processes based on ITIL Framework
- Installation of Service Desk Software along with a Service Desk Dashboard
- Integration with existing infrastructure and application monitoring tools for automatic creation of ticket
- Phased rollout of Service Desk with training provided remotely from offshore
- Establishing a consolidated team for providing 24x5 Level 1 Applications and Infrastructure support from offshore
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The Benefits |
The benefits included:
- Consolidation of support for all business applications and infrastructure support under a single platform
- Reduced cost of implementation and rollout with most of the installation, configuration and training activities being executed from offshore
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