Case studies on consolidating it service desks

A cross-functional team was selected to define the problem as the gap between customer wants and actual results.The voice of the customer was characterized into three major elements: Call Response Versus Resolution: After comparing the two ideas about closing calls on a 10-point scale, a discussion concluded that resolution was more important than response."We decided on a mixed economy of devices - Blackberry mobiles for selected teams without vehicles; demountable Panasonic Toughbooks in mobile units.The fundamental element to both was remote desktop access," says Pattani.

Here’s what the team had to say about life on the service desk at Air-IT: We support a wide variety of organisations from small businesses right up to 1000 users.

READ INNOVANT'S SOLUTION TO THIS CHALLENGE A New York City-based apparel company undertook a relocation of its headquarters to Midtown Manhattan.

Designed to accommodate a variety of working environments, the offices include open plan, private office and collaborative conference spaces.

James Pearce, Leicestershire Constabulary information systems analyst, says the IT team had to translate the business case and user requirements into a successful delivery project.

"It was decided to take the standard physical platform and make it virtual and accessible," he said.

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READ INNOVANT'S SOLUTION TO THIS CHALLENGE SWA Group, a world leader in landscape architecture, planning, and urban design, recently relocated its San Francisco office to a new space that would better serve its business and accommodate the firms’ growth.

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