The project covered various departments of the Russian headquarters of a major car manufacturer, including accounting, marketing, finance, security etc.
The Customer was looking for a new service provider with a high level of maturity to provide comprehensive user support at its headquarters. At the same time, the Company had strict requirements for each candidate: confirmed sets of certificates, English language skills and at least two years of experience in a similar position. In addition, part of the team had to work at the Customer's site.It was necessary to provide support for several hundred users and promptly resolve incidents related to access provision, as well as technical and software problems. The Customer also needed a contractor who would provide technical support for the server infrastructure.
ICL Services offered the best service model.
Key Challenges
- Provide comprehensive support to users at the Customer's headquarters on all IT-related issues;
- Avoid downtime caused by problems in the IT infrastructure and promptly fix them;
- Provide the flexibility to scale support to meet changing business needs;
- Seamlessly take over the service from the previous contractor so that the end users do not notice the changes.
Solution
Implemented our solution
- 1) Service Desk
Service Desk experts help solve different user problems: from generating reports and providing access to deploying a workstation for a new employee and installing software.
Requests are accepted from internal users and from external contractors and dealer networks by phone and email, as well as through the self-service portal. After that, requests are processed in the Customer's ITSM system. Service Desk has three support lines, and about 40% of calls are resolved on the first line. - 2) Onsite support
ICL Services engineers also support users in the field: they resolve problems with computers, printers, phones, workstations etc. A dedicated professional arranges the issue, acceptance, accounting and control of equipment at the warehouse.
In addition, engineers conduct regular meeting room walk-rounds, do a warehouse inventory, check and troubleshoot printers and perform other routine maintenance to detect problems before they affect users. - 3) Server and infrastructure support
Server and infrastructure support experts monitor, migrate, upgrade and deploy systems and applications, as well as execute process documentation. All of these actions are aimed at detecting and preventing potential problems that users may encounter. - In total, support covers:
- more than 1,000 internal users, external contractors and dealerships;
- more than 1,600 pieces of equipment: printers, PCs, laptops, telephones, meeting room devices and conference communication systems;
- several dozen physical servers and databases;
- a virtualisation environment with several hundred machines running different operating systems and a pool of corporate applications.
Products and technologies
- Oracle, PostgreSQL, MySQL;
- Linux, Windows; VMware.
Results
- ICL Services took over the service from the previous provider in a short time without sacrificing quality.
- Service Desk processes more than 4,000 requests and incidents every month; user satisfaction is 4.98 out of 5; three months after the launch of the service, the Customer's business units are satisfied with the quality of the service provided.
- A complete inventory of the Customer's IT assets was carried out, infrastructure designs were created, manuals for all operations and tasks were prepared and knowledge management processes were deployed.
- As a result, the Customer focuses on meeting business needs rather than supporting users and infrastructure. Thanks to the mature processes, the Company can increase the volume of service without any loss in quality.