Help Desk Operational Excellence and Customer Self-service Portal
The Enterprise Help Desk, of a large (20,000+) company, was known as "No-Help Desk"! Among other issues, long call wait times, inaccurate problem routing, unreasonable pending times, and lack of proactive resolution status resulted in an all-time low in Customer Satisfaction. End-user confidence was established by re-designing the Incident Management process, customizing Remedy for operational excellence, and providing business-oriented Remedy tools such as BizLogix MyTickets. Incident Management process was further optimized by deploying ITIL-based Change and Asset Management processes across all of IT.
- Monitoring of KPIs by business services, support groups, and individuals
- Consolidation of multiple Help Desks into one Service Desk
- Higher value added activities by Help Desk operators
- Increased cooperation within IT
- Capturing post-mortem of critical tickets - maturity to Problem Management
- Redesign of Help Desk and Change Management CTIs
- Tracking of business service impact through CTI-service mapping
- Improved Change Management process with automated notification to stakeholders and the Help Desk
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Helpdesk Operational Excellence and Customer Self-service Portal Download |