Client Overview
Our client, a Denmark based company that has been in service management, ticketing systems, and asset management software for over 20 years. The solution is used for customer support, service desk and other technical support.
The client wishes to partner for Enterprise transformation by upgrading an existing Legacy solution to comply with a SaaS-based Multi-Tenant platform compliant with ITIL process stack for end-to-end IT Service Management.
Business Challenge
- Poor Performance of the current system
- Unable to migrate individual companies in a phased migration
Solution Highlights
State-of-art SaaS-based helpdesk management and self-service platform that simplifies and automates ITIL service delivery process of Fortune 500 companies
- Enhanced Incident and Problem Management
- Standard processes and procedures for change management
- Configuration and inventory/asset management, including application access requests
- Knowledge management repository documenting common issues / known resolutions
- Service catalogue ensuring tickets are routed to appropriate subject management expert
- Service level agreement process
- Managing ticket workflow, occasionally including project management
- Reports and dashboards indicating key performance and capacity data
- Multiple deployment formats – Cloud, On-Premise and Hybrid
- Fully user-customizable data model with dynamic form builder linked with a graphical business process workflow engine
- Open API for integration with ERP, CRM & Inventory platforms with out of the box integration with Microsoft AD, Open LDAP, Microsoft SCCM + SCOM & Inventory – with full support for Zapier
- Integrated Adhoc reporting engine with user-definable dashboards
Benefits
- Real-time insights on just single click
- Fastest data migration
- Offered advanced-data control
- Consolidated service reporting
- Improved service maintenance
- Effectively blended named and concurrent licenses to fit the needs of the business
- Reduced data migration efforts to 90%
- Cutover duration reduction from two outages of more than 6 days to two outages of less than 24 hours
- Legacy platform to SaaS-enabled platform up-gradation for future
- Enhanced customer support with an improved tracking system for better customer satisfaction
- Mobile responsive web application, along with support for native mobile apps on iOS, Android and Windows 8 platform with offline data support
- Interactive UI which enhances customer experience with better interaction
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