Problem
Statement

A world logistics leader, with over 90,000 employees working in offices in 173 countries, out of which were 2200 support analysts using 33 different Information Technology Service Management (ITSM) tools supporting over 300,000 partner companies was struggling to support internal and partner business needs. Some of the biggest issues involved time to respond, time to resolve and communications communications toward the partner users on various issues spanning multiple country borders. This primarily stemmed from lack of communications between various support tools, lack of documentation available to both support and end users and lack of process maturity within various teams

Solution

An agreement was reached to unify the ITSM platform, incorporating globally the ITSM best practice processes based on ITIL (Information Technology Infrastructure Library) framework. Support analysts and their management underwent a comprehensive training. In addition, we have created the documentation for new knowledge management system, designed to speed up resolution times for repeated requests, and have introduced a self-help section

Business
Impact

• Tools operational cost reduced by over $8,000,000 USD
• Customer (partner and internal employees) satisfaction increased from 35% to over 85%
• Response time reduced from 3 business days to just under 15 minutes
• Employee satisfaction increased from 40% to over 80%
• 25% of ticket reduction established by means of self-help documentation
• Comprehensive visibility of ITSM efficiencies, assets and costs established