Service Center / Help desk

Livejourney usecase it service center
Livejourney usecase it service center
Livejourney usecase it service center

THE CHALLENGE

The key aim of a service desk is to quickly resolve incidents faced by operational staff (who are internal customers in this case). The support and resolution process must be fluent and collaborative between experts and business teams.

THE SOLUTION

Thanks to Livejourney you get a reconciliated vision between ‘TOP DOWN’ approach (based on ITIL principles) and ‘BOTTOM UP’ reality. So, you can instantaneously see and measure gaps in SLA compliance, wasted productivity, redundant or time-consuming procedures.

THE OUTCOME

2 main successes : the increase of first call resolution rate and the decrease of deployment time.  Moreover the implementation of Livejourney solution highlighted small issues like a lack of productivity for basic tasks or a unappropriated cost for non time consuming tickets.

livejourney usecases

1

Service center

livejourney usecases

5

months

livejourney usecases

22%

Non compliance

livejourney usecases

+ 28%

Productivity

+ 31%

User Satisfaction

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