CASE STUDY
Managed Desktop Support Services and 24/7 Monitoring for Leading Media Group
About The Project
Team size: 7
Solution SLA: 96.7%
Same day solution: 96.8%
Monthly records: 550
Records per person: 6.8
Staff/days with backup: 80
Scope
- A team of six individuals at the head office provide end-user support 24/7.
- We conducted studies on ServiceNow process improvement.
- The service improvement study updated the service catalogue in 2019.
- The knowledge base management application was deployed.
- We initiated the interactive reporting service using a BI tool.
- The gamification app was activated.
