Externalisation of a « Service Desk » in a workpackage – Agribusiness Sector
Client's issue
Professionalize the Group's IT support : « Outsourcing Service Desk and Change Management » project
AUSY's solution
Commitment on concrete deliverables (Service specification, service catalogues, OLA, SLA, KPI,…) to :
Optimise the daily management of the Help Desk at the 1st level by structuring the procedures and switching to service mode (Service Level Management)
Accelerate the project for the centralisation of a European support hub on the Group's site in Luxembourg.
Our interventions
Structuring the current Help Desk to switch to « Services » mode
Responsibility for the Service Desk's services at levels 1 and 2 with commitment to results :
Team (guarantee of availability, training, motivation)
KPI (follow-up and respect of objectives with bonus/malus)
Responsibility for the project
Preparation for the centralisation of the European Service desk on the Luxembourg platform
Switch to 24h/24h and 7/7j
Our tools & our skills
Analysis (AS-IS to TO-BE) and setting up a methodology based on ITIL
Project Management & Quality management
Commitment on concrete deliverables (Service specification, service catalogues, OLA, SLA, KPI,…)
Professionalize the Group's IT support : « Outsourcing Service Desk and Change Management » project
AUSY's solution
Commitment on concrete deliverables (Service specification, service catalogues, OLA, SLA, KPI,…) to :
Optimise the daily management of the Help Desk at the 1st level by structuring the procedures and switching to service mode (Service Level Management) Accelerate the project for the centralisation of a European support hub on the Group's site in Luxembourg.Our interventions
Structuring the current Help Desk to switch to « Services » mode Responsibility for the Service Desk's services at levels 1 and 2 with commitment to results : Team (guarantee of availability, training, motivation) KPI (follow-up and respect of objectives with bonus/malus) Responsibility for the project Preparation for the centralisation of the European Service desk on the Luxembourg platform Switch to 24h/24h and 7/7jOur tools & our skills
Analysis (AS-IS to TO-BE) and setting up a methodology based on ITIL Project Management & Quality management Commitment on concrete deliverables (Service specification, service catalogues, OLA, SLA, KPI,…)[Version imprimable]