Operating within the ITIL Information Technology Service Management framework, supply chain management solutions provider Exel Plc has outsourced its IT help desk to IT and engineering solutions provider NCS.
ITIL or the IT Infrastructure Library is a widely accepted approach to IT service management, which provides a cohesive set of best practice, drawn from the public and private sectors internationally.
Exel operates in a highly competitive global arena that is dynamic and services by definition are round the clock. It is highly dependent on not only the physical movement of freight, but also on the robustness of its global IT infrastructure to track these movements.
To ensure that its services are robust, scalable and globally consistent, Exel adopted the ITIL Information Technology Service Management framework to support its global IT infrastructure.
?To enhance our IT services and bring it to the next level, we decided to outsource to a company that is aligned with our way of thinking and the ITIL processes,? said Ng Kim Hung (left), APAC IT director, Exel Singapore.
NCS, which has also adopted the ITIL approach to ITSM, was chosen as the service provider based on its demonstrated capabilities of running and managing a technical help desk and the ability to deliver a consistently high grade of service.
NCS approached the service by first developing an understanding of the customer requirements and existing workflows.
The new and revised work flows serve to facilitate the restoration of normal service as soon as possible. Incidents are logged and tracked from beginning to end to ensure that the loop is closed.
In addition, NCS has utilized an ITIL aligned repository to capture incident data and its accompanying resolutions. This structured repository has facilitated the provision of data for analysis by Exel management.
To facilitate productivity, NCS implemented a web-based self-service portal for Exel end users to either log an incident or to search for past incidences similar to what they were experiencing and the accompanying resolution.
The benefits derived from the service have been manifold for Exel. Business productivity on all fronts has increased as incident resolution has greatly improved; staff has access to a self-help knowledge base of incident data and applications are rolled out faster. In addition, with the outsourcing of a one-stop IT multilingual technical help desk in place, incidents are corrected at the first instance.