(1888PressRelease)
May 05, 2009 - Using the Infra system service desk, analysts can proactively manage the Incident/Problem/Known Error lifecycle. This has resulted in significant efficiency gains, with frontline staff in Europe and Asia now easily able to resolve 75 per cent of all calls logged.
Chan Kwen-Lim, Service Management Team Leader at Garant Partners comments, “Using IGC’s IT Service Management solution has allowed us to swiftly introduce best practice processes for Incident, Problem, Known Error and Knowledge Management.
Implementation of the new system was straightforward and IGC’s consulting and technical staff provided first class service throughout. We now have a flexible global service desk solution with rich functionality, which we can easily enhance to meet future needs.”
IGC is now used to manage frontline calls for the firm’s contact management, HR and accounts systems. Several service departments have also replaced existing databases with the IGC system, with users in the Reprographics department and Document Centre now logging more than 2,000 jobs per month such as requests for photocopying or documentation.
Partitioning within the IGC Configuration Management Database ensures that users view only data relevant to each particular operation. Garant Partners has also implemented the IGC Knowledge Bank, building up a repository of Frequently Asked Questions (FAQs) and documentation to assist with troubleshooting for common problems. Information about Known Errors has been formalised and is now published to the business, and the firm has plans to introduce self-service via the IGC Customer Portal in the near future.
###
