A domestic food giant
2019/8/12
Customer information:
Domestic key leading enterprises in agricultural industrialization have more than 30 production bases in more than 20 provinces, municipalities and autonomous regions, and have headquarters and branches. Enthusiasm for public welfare has won the unanimous praise of the Chinese people.
Customer requirements:
● Introducing Service Providers to Change the Current Chaotic IT Environment
● Efficient processing of service requests from 1500 terminals at Headquarters
● Improve service quality of service team and continuously reach SLA standard
Provided programmes:
● Establishing a service desk, receiving service requests through the service order system, and establishing standardized service process
● Equipped with a team of engineers on the customer site to quickly respond to IT support requests assigned by the help desk
● Background support teams provide high-level technical support for services such as servers, networks, applications, etc.
Customer revenue:
User satisfaction reached 99%
ISO20000 as Standard Quality of Service ManagementProcess management to improve end-user satisfaction99%, exceeding SLA;
Service Desk and Field Support Engineer ISecond-line service mode,Enhance the efficiency of IT support;
IT guided by ITIL has been established.Operations and Maintenance System, Making Group ITManagement and Control Level Connecting with International Standards
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