CASE STUDY
Managed Desktop Support Services for Holding Company – ServiceNow Solutions
About The Project
Team size: 12
Solution SLA: 99.7%
Same day solution: 98.4%
Monthly records: 1,250
Records per person: 6.6
Staff/days with backup: 77
Scope
- Our FCR solution service provides end-user and VIP support at company headquarters as well as another location with a dedicated team of 12 professionals.
- We have successfully activated the ServiceNow process implementation to streamline workflows and enhance efficiency.
- The service catalogue has undergone a comprehensive update as part of service improvement efforts.
- We activated the knowledge base management application to improve information sharing and support.
- We started an interactive reporting service using a BI Tool for enhanced data analysis and insights.
- Additionally, the team activated a gamification app to increase engagement and motivation.
