Enterprise IT Support System Implementation

The Challenge

The client's IT support was fragmented across regions with inconsistent processes, tools, and service levels. They lacked visibility into global IT operations, struggled with knowledge management, and had difficulty prioritizing incidents affecting critical business functions.

Our Solution

• Implemented ITIL-aligned service management platform
• Established global service desk with follow-the-sun support model
• Created comprehensive knowledge base and self-service portal
• Developed automated incident routing and escalation workflows
• Integrated with existing monitoring and alerting systems
• Provided training for IT staff across all global locations

Results & Impact

• 65% improvement in first-call resolution rate
• 40% reduction in average incident resolution time
• 90% increase in self-service resolution via knowledge base
• Standardized service levels across all global operations
• Enhanced visibility with real-time reporting dashboards
• Significant improvement in user satisfaction scores