IT Service Management
- IT
- Head of Distribution IT
- Swatch Group
- 29363
Go Live : 2008
Results
Decrease time to delivery by 50%
Objectives
Improve Service Delivery Management
Time to service
Quality
Revision Control
Scope
Calls Center
Users Support
Change Requests
Software Revision
Challenges
With 1000+ users to support, it was necessay to improve time and quality of our service. Since the group was evaluating a service management software and could not get consensus on a common solution, we had to find a way to manage tickets escalations and resolutions with no budget.
Solutions
Implemented ITIL processes
Structured Call Center with 3 support levels and escalation framework
Created a Change Requests review committee
Implemented Open Source ITSM system (OTRS)
Created knowledge database