Autonomous Nonprofit Organization "Executive Board of the XXVII World Summer Universiade 2013 in Kazan" was established on 15 August 2009. In the summer 2013, the Executive Board was tasked to manage these international student sports competitions in Kazan.
In connection with a major sporting event, the customer needed to organize a technical support service in a limited timeframe. The purpose was to handle requests received from users/guests whose information systems needed a supporting services. Key Challenges
- Provided a quality IT services to the customer to cover an international sports event
- The team of specialists covered the 1st line of support by receiving requests from users as well as resolving incidents and service request fulfilment
Solution
Implemented our solution
- In the limited timeframe a project team was created to manage a number of requests with high quality.
- The service management specialists helped the customer to avoid a loss of time on these routine tasks.
Products and technologies
- ITSM HP SM Tool — system was used for registering requests and routing them to the resolving groups
- MS Exchange — used for receiving requests by e-mails from end users
- VoIP — used for receiving requests by phone from end users
Results
- The team was created and trained to be able to fully cover the 1st line support
- Over a period of preparation and during the sport event, the ICL Services’ team handled more than 6,000 calls, registered and handled more than 4,000 requests. 99.1% of calls were received and handled within the target values
- Team specialists had a deep understanding in IT that helped to transfer a sufficient number of routine engineering tasks to 1st line support — this in turn helped the customer to unload existing engineering 2nd line support teams and they could then focus on resolving more complex tasks
Services provided
- Service Desk with Artificial Intelligence technologies
- Development and implementation of ITSM processes improvement program
- IT Infrastructure Consulting
- Application development for the mobile platforms
- Services for ITSM systems
- IT infrastructure design
- Migration to OS and Database
- WORK SYSTEM FEATURES
YOU CAN ASK ME ANY QUESTIONS YOU HAVE AND GET CLOSE CONSULTATION ON OUR SERVICES.
Ildar Khusnutdinov
Head of Service Delivery
Head of Service Delivery