Ivanti Service Desk for better Customer Experience & ITIL Compliance

Transport Authority Uses Ivanti Service Desk for better Customer Experience & ITIL Compliance

Our client, one of UAE’s Road and Transport Authority was using an IT Helpdesk only for Incident Management with no defined Service Levels. Their old system was used only for tracking IT workload & assignments, with no knowledge base, no proper monitoring/ escalation methods, customer management database & no categorization of calls or updates to end users.

They wanted a tool to achieve & maintain corporate defined standards of excellence & adhere to ITIL based best practices to enhance overall customer service levels.

Business Scenario

Our client’s main objective was to efficiently handle their customer enquiries and provide a better service. Intertec pitched the Ivanti Service Desk software, comprising of Service Desk, Service Level Management, Knowledge Base Configuration Management, ITIL processes and Dashboard for Management reporting.

With a specialized Ivanti Service Desk tool, they could ensure their end users search the knowledge database for solutions to their issues, reducing the pressure on the support team.

Challenges

  • No proper categorization of calls & updates to end users
  • Absence of Configuration Management
  • No tracking of IT workload

Tool & Technologies

Ivanti Service Desk (Self Service, Knowledge Base, Configuration Management, ITIL processes, Dashboards for management reporting)

In their old environment, they faced several challenges in designing and mapping all IT processes, which in turn posed a problem in terms of addressing the customer enquiries. They recognized the need to have a tool which could collect all incidents at a central location and efficiently route them to the right individuals based on the nature of requests. With the Ivanti Service Desk tool, our client experienced overall tool simplicity, with no dedicated administration required. Data Migration of the existing tool was made possible along with the integration with the Avaya phones for the HelpDesk staff. The process designer’s drag & drop functionality was also the solution’s key differentiator. Further, the scalability of tool to extend services to the client’s HR and Administration department’s in order to fulfill service requests from end users and enable them in their ISO roadmap was another add on. During implementation Intertec faced certain challenges pertaining to data cleansing for transaction migration, integration with the barcode system which was a batch mode application. Change Management within the clients IT team also required attention to details & an overall consultative approach to define all IT processes.

Solution

Intertec’s team of Ivanti specialists worked on developing an ITIL aligned system with the perspective of enforcing ITIL across the organization. This also included a Service catalogue for the entire organization to pick & choose the IT services.

The proposed solution also included Data consolidation with the Fixed assets module. Our client also required the extension of this tool to cater to the Non IT processes within their team like HR, Administration, Finance and Transport. This was an organization wide single service desk implementation with data segregation via which the team was able to provide evidence for ISO 20000 policies & procedures in order to gain the ISO 20000 certification.

After implementing the Service Desk tool, our client was able to achieve higher customer service levels, as analysts and end users were able to search through the knowledge database for solutions to their problems. With the Query & Report Designer option, they were able to create reports & perform analysis on the individual end user performance levels. It provided a single view of customer issues and history across all segments & departments in the organization. The tool has enabled our client with proactive problem management and resolution through reporting tools that facilitate trend analysis and root cause identification.

Result

  • Better customer service
  • Proactive Problem Management
  • Visibility & Control on Infra & Application Changes
  • Effective reports & analysis
  • Quick Approvals for IT & Admin Service Requests
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