Analysing and Designing 1st Level Support in the Context of a Sourcing Project
Automotive trading group
Subsidiary of a global automotive manufacturer (DAX40)
> 10,000 employees
Tasks
- Analysing the status quo:
- Evaluation of ITSM data and analysis of IT processes with tool support at 1st and 2nd level in accordance with ITIL best practices (incident and service request management),
- Inspection and compliance of SLAs with regard to response and resolution times
- Centralised IT helpdesk functions at 1st level, use of the ITSM software solution for ticket handling (service portal)
- Evaluation with regard to communication and availability, efficient processes, service quality, work organisation
- Assessing the status quo and sourcing recommendation
- Organisation of the future 1st level with an external partner:
- Establishing key processes that make collaboration with an external service provider efficient and goal-orientated
- Establishing service portfolio management in conjunction with a customised service catalogue
- Establishing governance for the collaboration and management of the external service provider, defining SLAs and KPIs, monitoring service quality, costs, budgets and compliance with SLAs
Digital Impact. Delivered.
- The customer follows our qualified recommendation for improved 1st level support in conjunction with a sourcing model.
Our Service Portfolio
We would be happy to find, design and pursue the right path for your company with you. Take a look at our service portfolio to find out in which areas we are able to support you as a reliable partner.