British Petroleum

BP is a British oil and gas company, the second-largest publicly trading oil and gas company in the world. One of the world’s leading oil and gas companies, which has been successfully operating on the Russian market for many years.

The Customer required ICL Services to build a highly experienced team which is able provide a Service Desk support with impeccable quality of service in English and Russian languages and effective use of resources.

Key Challenges

The main project objective was the provision of IT infrastructure support for BP, coordination of related services and problem solving

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Implemented our solution

Service Desk. First line support — registration, monitoring and maintenance of user requests in the monitoring system.
Onsite support:
- Performing routine maintenance on server and user equipment operability assurance at the customer’s site
- Solving the current computer system and IT infrastructure performance restoration problems
- Interaction with providers of related IT services (contract follow-up, equipment and service supply coordination)
- Organization and implementation of design work on IT infrastructure reorganization (during move or customer office rearrangement, etc.)
Consulting on the implementation of various information technologies and information security means.

Products and technologies

MS Exchange integrated with Active Directory
BMC Remedy IT Service Management
GoToAssist

*The Customer is the client of Fujitsu Group, with ICL Services (ICL Group company) providing services to it

Results

ICL Services regularly process more than 300-400 requests per month
Team experts has thorough knowledge in the IT field, which allowed transferring the substantial part of routine engineering tasks related to the elimination of common problems to a first line support
This, in turn, helped the customer lessen the load on its second line engineering teams and make them focus on more complex tasks