Previously, the customer had worked with 8 different service providers for its entire IS. Our value proposition was to increase the quality of their IT operations by restructuring their ITIL processes, enabling them to cut costs by 36%.
First, our transition team analyzed the current situation and came up with a detailed transition plan to efficiently pass over the knowledge from the customer to Keeneo experts, and gradually take over their IS&T processes and workflows.
After that, our technical/operational teams were fully prepared and equipped to execute their tasks, namely in the categories of:
- 1st line support (service desk/call center: processing of incoming requests and issues reported by users, first-level troubleshooting and tech support, escalation of complex tickets to higher-level teams);
- Third-party application maintenance and evolutions (TMA + TME);
- Management and maintenance of the IT infrastructure;
- SAP-related development, consultancy and support.
A significant portion of our team’s scope was related to SAP solutions:
- Providing support to users;
- Developing custom solutions to meet the customer’s needs;
- Configuring, enhancing, optimizing and maintaining the existing modules;
- Participating in meetings with stakeholders, organizing training sessions;
- Creating and upkeeping an internal documentation/knowledge base.
