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CasesCustomer Profile This famous PC manufacturer is an innovative international technology company, as the world wide Personal Computer market leader, creates and builds exceptionally engineered personal technology, has its own business model oriented by innovation, efficiency and customer satisfaction, with special business architecture targeted on emerging market and developed market to react with each market’s characteristic and deploy appropriate strategies accordingly and efficiently, is currently operating business in dozens of countries globally, providing computers and portable devices to global business enterprises and personal consumers, having tens of thousands of employees all over the world, tens of billions of US dollars revenue per year, and world top class R&D centers based in Japan, China and United States.
Faced Challenges of IT
This company is currently running CRM, Supply Chain and many other important business systems. Its CRM, Accounting, Official Website, OA platform and other key business system platforms are being used by thousands of people every day. When business grown rapidly, and all systems updated or changed continuously, the existing IT service resources become no longer enough to match end users’ needs, a professional external service provider is considered as needs, in order to provide high efficient application system platform support services, quickly respond to end users’ troubleshooting requests, consulting or process inquiries and so on, with excellent service quality and application maintenance efficiency.
Achieved Goals
Established efficient service support management model
Quickly responded and troubleshot end user’s application system platform problem
Unified service standards and service management
Improved IT service sense and proactivity
Improve customer satisfaction
Service Mode
Application System Event Support Service
Application Requirement Support Service
Application Access Right Support Service
Application System Maintenance Data Analysis
Value Added to Customer
By the cooperation of Novots and this company, on the basis of an ITIL standardized specification and Novots’ ITSM reference model, combining the best practice in industry and many year management experiences of Novots, an efficient process design, organization architecture, design of Roles and Responsibilities, and design of Key Performance Index are established in this project, effectively speeded up the response to end users’ requests, standardized relevant business processes, enhanced end users’ self-service senses, improved IT resource allocation status, improved customer satisfactions effectively, and sorted out the standard process systems, meanwhile, set up an effective documentation management system in practical works, to assure the smooth knowledge transfer. (Edit：ly) |
