Project Description
Client:
World-leading specialty chemicals company with operations in over 100 countries
Scope:
The international IT service center was outsourced to a globally operating specialized service provider. However, the collaboration did not achieve the agreed-upon goals due to significant deficiencies in overall performance and handling quality, primarily resulting from unsatisfactory language skills and lack of expertise among the deployed staff. The objective is to rebuild an operational service desk operation and significantly improve IT service management (ITSM) as an end-to-end responsible partner. Despite higher personnel costs in Germany, the existing budget should be adhered to through the targeted use of Artificial Intelligence (AI).
Services:
- Establishment and operation of an operational IT service center by highly skilled personnel with excellent language proficiency
- Technical support in setting up internally operated service hubs for the client
- Implementation of operational performance management
- Establishment of workforce management (personnel requirement determination, planning, and control) for the location network
- Development and implementation of a quality management concept to ensure handling quality
- Ongoing process analysis to identify optimization, automation, and digitization potential through specialized process architects
- Development of AI applications to optimize IT service management
- Conducting effectiveness analyses to evaluate the implemented measures
Objectives:
- Achieve the highest possible level of automation with excellent performance through the use of Artificial Intelligence
- Build and stabilize the operation of a global IT service center through a nationally operating IT service provider
- Ensure high transparency in all qualitative and quantitative KPIs
- Adhere to the set budget
- Achieve significant improvements, particularly in friendliness, competence, and speed in handling inquiries
- Increase the first-call resolution rate and significantly reduce processing time through an end-to-end approach and optimization of the entire process chain
