Product Overview

Business Value Created by consolidation of IT Helpdesk and adoption on ITIL ITSM Process Framework.

Operational Efficiency: Bank had more than 20 IT Helpdesk operating across various business divisions creating uneven balance in customer handling, SLA management, Growing disparity in reporting.

• Data Driven Process Insight: Using IT Helpdesk software, centralised IT helpdesk processes get implemented for various business applications and process data at every stage of these helpdesk tickets gets measured, compared and analyse for improvement. Trend Analysis, distribution of incidents categories, resolution time are some of the key performance indicators build insights.
• Improvement Customer Experience:Helpdesk executives provisioned across all the levels L1 (Basic), L2 (Problem Resolution), L3 (Solution Troubleshooting) productivity gets measured and hence able to manage and align continual improvement in respective Key Results areas. These are trained with standard baselined helpdesk processes rather than decentralised IT Helpdesk scenario.
• Financial Return Generation:Helpdesk KPI data provides insights to derive return on investment compared to de-centralised IT helpdesk where in challenges of gathering measurement data and collation becomes difficult due to varied level of processes used which are not suitable for improvement and optimisation.
• Scalability and Flexibility: IT Helpdesk KPI data also helps in decision making to scale the helpdesk team at various capabilities level and at the same time it also provides flexibility to build specialised skilled helpdesk for example compliance activities, complex software applications like accounting, supply chain, treasury, card products, corporate banking.