Industry: BFSI
Our client, one Of Bahrain’s leading Bank, was running on an IT Helpdesk using a legacy system and partly manual system only for basic 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 and no updates to end-users.
They wanted a tool to achieve & maintain corporate defined standards of excellence & adhere to ITIL / ISO-based best practices to enhance overall customer service levels.
Challenges:
- Manual Tracking of Calls
- Users used to call directly to IT for help
- Prioritization of calls
- No proper updates to end users
- Absence of a Configuration Management Database
- No tracking of IT workload
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