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.
1
Service center
5
months
22%
Non compliance
+ 28%
Productivity
+ 31%
User Satisfaction