MAJOR AUTOMOBILE COMPANY

Implemented our solution

1. The project started in November 2018. Our main task was to determine the service model, defining how the support lines would be built, how the experienced key users of the Customer would participate in these lines, and how a global support line for the entire customer’s company would be integrated in the system.
   
   The project team consisted of five people:
   
   • two business analysts developed the process documents for problem, incident and knowledge management;
   • two system analysts plunged into the subject area and developed instructions for the support lines;
   • the system architect was engaged in the platform development and dealt with the backup and recovery.
   
   
   Thanks to the high quality of the customer’s process management and own expertise in the development and support of 1C solutions, ICL Services team prepared the package of documents within the agreed two months, which included:
   • information system maintenance manual;
   • instructions for the support lines;
   • support regulations;
   • a backup and recovery plan for the information system;
   • a monitoring plan for the information system;
   • structure and rules for work with the knowledge base;
   • user manuals.
2. 
   The customer was satisfied and after a few months turned to ICL Services again. This time the very support of the information system was needed.
   
3. In March, the support team began working with a group of key users at the same table, studying employees’ requests, plunging into the specifics of incidents, and developing a knowledge base. ICL Services experts also analysed and pointed out several risks associated with the architecture and performance of the information system. In April, ICL Services team launched the system support.
4. Initially, the customer’s employees made direct calls to the key users who had expertise in the customized 1C configuration and were deeply immersed in the company’s business processes. If any help was required the key users registered requests and transferred them to the second support line, which worked with requests on specific information system.
5. The key users worked 9x5 (Mon – Fri, 9:00 – 18:00), while the company itself operates 13x7 (Mon – Sun, 8:00 – 21:00). Therefore, the customer first of all requested to cover extra hours and accept requests after key users’ business hours.
   
   This scheme had its risks: problems could arise when a key user went on vacation or on sick leave. The customer asked us to adjust to it.
   
   ICL Services team has provided the first line of support to relieve the key users and to make support more transparent and convenient.
   
   Its specialists accept and register requests, assign categories and priorities, deal with incidents themselves if possible, and transfer the requests to the key users and other experts, if necessary.
   
6. Such support system allows the users knowing exactly where to go with their problems, the technical support no longer depending on the work schedule of the key users, and the latter acting as consultants in the case complex and non-standard problems.
   
   The support team consisting of ICL Services specialists took over the work with the requests, which has allowed the key users focusing on more important business tasks, such as the users training, new releases planning and coordinating with business units, new releases testing, etc.