Enables customers to ensure that they are strategically aligning themselves to be competitive in their industry
What is our primary use case?
I was heading the Desktop Management, which was the outsourcing team that started the first Desktop Outsourcing that has offices throughout the entire world. With offices present in 170 countries. We were providing technical support along with the IT Infra project. Our committed SLA for support was for 4 hours resolution with a 98% closure rate. It's basically, whenever a call is received by our call center, the call is to be either resolved over the phone or to be assigned to our tech support team to be on-site to rectify the problem within 4 hours since the call was bad. We were handling an… more »
Pros and Cons
"One of the most critical tools was centralized knowledge-based where we are able to disperse technical guides on how to fix a newly found issue. As most of the systems we've built for the customer was the first, no one else would know or have an idea of how to work around them."
"Since the beginning of the project, the Desktop Outsourcing was supposed to be an ongoing improvement, but in accordance with the ITIL guidelines. There are many processes that seem to be slowing down some urgent tasks."