ICT Asset Management Solution for Telecom Giant in Bahrain Using Ivanti​

A Complete ICT Asset Management Solution for Telecom Giant in Bahrain Using Ivanti

Our client, one Of Bahrain’s leading Telecom provider, is providing telecom and network equipment to the customers as part of the solution offered. Client was responsible for the maintenance and tracking of these equipment. Client manages these activities using MS Excel, however faces challenges in scheduling preventive maintenance and in monitoring the performance of technicians carrying out activities. In addition, there was no readily available data in a single central repository, to assess the reliability of equipment since historical information such as incidents and operational defects against equipment was not logged and maintained. Our client had varying levels of service contracts with customers and vendors offering varying levels of services (Platinum, Gold and Silver). They wanted to have a track of the service level achievements against the set targets. There was no mechanism available to alert the client on possible service level violation.

Business Scenario

Client wanted a tool to achieve and maintain corporate defined standards of excellence while adopting industry best practices in order to attain offered service levels to customers aiming customer satisfaction.

Challenges

  • Manual tracking of Service Levels
  • Historical data for assets not available
  • Prioritization of incidents and requests around assets
  • No proper updates to end users
  • No tracking of technician workload
    Reporting

Tool & Technologies

Ivanti Service Desk

Solution

Main objective of the client was to efficiently handle their customer’s incidents, perform periodic maintenance, manage projects and requests and thus provide a better quality service. Intertec pitched the Ivanti software, comprising following modules for Service Desk (Incident, Change, Request, Service Level Management, knowledge Management, Project Management).

Highlights of Ivanti Service Desk such as tool simplicity, codeless configuration, easy administration etc.. Impressed the client. The drag and drop functionality of Window Designer and Process Designer was a key differentiator for Ivanti. Our client realized that the solution is scalable and configurable that it can be modified based on the business requirements.

Intertec team was able to work closely with the customer to configure the demonstration environment to suite clients requirements. We were able to demonstrate the modules such as Incident Management, Request Management and Asset management processes matching with clients requirements.

Result

  • Ability to assess the equipment reliability, based on historical data
  • Correct creation and tracking of preventive maintenance activities per equipment
  • Self Service Capability for Customers
  • Automated Project Management Process for new projects
  • Visibility & Control on Workload of technicians
  • Effective reporting facilitating analyses
  • Improved turnaround time for Service Requests
  • Better Customer Experience
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