A global player in the pharmaceutical industry with over 4,000 highly skilled professionals and a reputation for modern research.
To establish a streamlined, flexible, and efficient IT service desk that could meet the stringent demands of their highly skilled, global workforce.
Architected and deployed an ITIL best-practices-based service desk engine that automated workflows, improved service levels, and directly enhanced employee satisfaction and productivity.
A global player in the pharmaceutical industry with over 4,000 highly skilled professionals and a reputation for modern research.
Despite a highly streamlined IT function, the lack of a formal service desk was a persistent challenge. Without a centralized system, managing IT service delivery was ad-hoc and inefficient. There was no way to track service level agreements (SLAs), build a knowledge base, or manage complex workflows, leading to inconsistent service and reduced productivity for their highly skilled employees.
The client's ambition was to ensure their internal IT service delivery was as innovative and efficient as their R&D. With a lean, strategic internal IT team focused on business needs, they needed a service desk solution that could provide a world-class support experience for their thousands of users without creating a significant management burden.
The new service desk transformed their IT service delivery. With SLA compliance reports and automated escalations, they were able to ensure the highest levels of service to their users, which directly and positively impacted employee satisfaction and overall productivity. The flexible, configurable system was adapted perfectly to their unique environment, delivering a superior, enterprise-grade solution in a very short time frame.
