{"id":56008,"date":"2022-03-22T14:25:40","date_gmt":"2022-03-22T14:25:40","guid":{"rendered":"https:\/\/sii.pl\/case-study\/service-desk-3\/"},"modified":"2022-07-22T15:35:05","modified_gmt":"2022-07-22T15:35:05","slug":"service-desk-3","status":"publish","type":"case-study","link":"https:\/\/sii.pl\/en\/case-study\/service-desk-3\/","title":{"rendered":"Implementation of a remote Service Desk support"},"content":{"rendered":"<h2>The challenge<\/h2>\n<div class=\"sii-rl-content-item-value sii-rl-businessNeed-value sii-rl-content-item-value-display\">\n<div class=\"sii-rl-content-item sii-rl-businessNeed\">\n<div class=\"sii-rl-content-item-value sii-rl-businessNeed-value sii-rl-content-item-value-display\">\n<div class=\"ng-scope\">\n<div class=\"sii-rl-content-item sii-rl-businessNeed\">\n<div class=\"sii-rl-content-item-value sii-rl-businessNeed-value sii-rl-content-item-value-display\">\n<div class=\"ng-scope\">\n<div class=\"ng-binding\">\n<div class=\"sii-rl-content-item sii-rl-businessNeed\">\n<div class=\"sii-rl-content-item-value sii-rl-businessNeed-value sii-rl-content-item-value-display\">\n<div>\n<div class=\"ng-scope\">\n<div class=\"ng-binding\">The client needed to implement a remote Service Desk support in accordance with ITIL, as the previous ticketing system (ServiceNow) was insufficient.<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<h2>What we did<\/h2>\n<ul>\n<li>Audited IT services and processes in all group companies located in Poland.<\/li>\n<li>Established a VPBX solution with IVR, queuing, and prioritization.<\/li>\n<li>Provided IT support in 24\/7\/365 mode based on SLA and measurable KPIs.<\/li>\n<li>Implemented on-site support.<\/li>\n<\/ul>\n<h2>Benefits for the client<\/h2>\n<div class=\"sii-rl-reference-lang-background ng-scope\" data-ng-repeat=\"item in ViewModel.ReferenceModel.ReferenceLanguages\" data-ng-show=\"ViewModel.SelectedLanguage.Value==item.LangName\">\n<div class=\"sii-rl-content-item sii-rl-effects\">\n<div class=\"sii-rl-content-item-value sii-rl-effects-value sii-rl-content-item-value-display\">\n<div class=\"ng-scope\">\n<ul>\n<li>IT support for over 3 500 group employees and maintenance of the assumed SLA\/KPI indicators<\/li>\n<li>Single point of contact for the client\u2019s employees (PL) available in 24\/7 mode<\/li>\n<li>Creation and update of Knowledge Bases<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The challenge The client needed to implement a remote Service Desk support in accordance with ITIL, as the previous ticketing &hellip; <a class=\"continued-btn\" href=\"https:\/\/sii.pl\/en\/case-study\/service-desk-3\/\">Continued<\/a><\/p>\n","protected":false},"author":39,"featured_media":0,"template":"views\/single-old-case-study.blade.php","offering":[1478],"industry":[],"client":[5313],"technologies":[5319,5317,5320,5314,5316,3577,3299,5016,5315,4325,5318,1834],"country":[],"class_list":["post-56008","case-study","type-case-study","status-publish","hentry","offering-service-desk-user-support","client-saint-gobain-en","technologies-cisco-webex-en","technologies-lansweeper-en","technologies-mcafee-dlp-en","technologies-ms-active-directory-en","technologies-ms-sccm-en","technologies-office-365-2","technologies-powershell","technologies-sap-mdm-en","technologies-skype-for-business-en","technologies-vmware-en","technologies-vpbx-en","technologies-windows"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/case-study\/56008"}],"collection":[{"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/case-study"}],"about":[{"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/types\/case-study"}],"author":[{"embeddable":true,"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/users\/39"}],"wp:attachment":[{"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/media?parent=56008"}],"wp:term":[{"taxonomy":"offering","embeddable":true,"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/offering?post=56008"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/industry?post=56008"},{"taxonomy":"client","embeddable":true,"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/client?post=56008"},{"taxonomy":"technologies","embeddable":true,"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/technologies?post=56008"},{"taxonomy":"country","embeddable":true,"href":"https:\/\/sii.pl\/en\/wp-json\/wp\/v2\/country?post=56008"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}