Industry: Public Sector
Our client, one of UAE’s leading government organizations from the transportation sector, was using IT Helpdesk for Incident Management with no defined Service Levels. The old system was used to track 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 best practices to enhance overall customer service levels.
Challenges
- No proper categorization of calls & updates to end users
- Absence of Configuration Management Database
- No tracking of IT workload
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