Context

A food company with a number of employees manages internal operations with different IT systems, both hardware and software, within the various processes to produce and deliver its product.

Problem

Following urgent requests from staff about repetitive IT issues and the implementation of a corporate governance system with specific KPIs for each process, management requested intervention on the IT process in order to standardize the IT support process.

Improvement actions

To resolve the issue promptly, our management software Help Desk was installed, and customized to the IT Manager’s needs, with these features:

  • User-friendly request submission - the management software comes with a user interface that is simple and guided. The user describes the problem based on a series of guided choices, specifies whether the issue is hardware or software, and provides a free-text description. The system also automatically provides the list of tickets currently being resolved and those closed;
  • Access control - the management software recognizes the logged-in user and sets access limits (user or administrator). No login is required, so the usability turns out to be very accessible;
  • Automatic notifications - whenever a new ticket is submitted or one is resolved by the IT Manager, the system sends an automatic email with the descriptions and key information. All staff are always informed about IT issues and their resolution;
  • Request prioritization - both during submission and management, the system highlights with visual management the most serious IT problems, such as cyberattacks or operational inability. The system provides the IT Manager with resolution priorities;
  • Intuitive management dashboard - the IT Manager has access to a complete suite with all tickets currently being resolved and those from the past, visual management to guide intervention priorities, and a dashboard of automatic KPIs to monitor the average time to resolution (MTTR), open tickets, and statistics on the main IT issues encountered over time. This enables him to easily govern the process by leveraging the visual management of KPIs, but also to carry out targeted improvement actions to prevent issues, thanks to the stratification of the recorded data. Continuous improvement makes it possible to constantly monitor the overall result in reducing resolution time and the availability of IT systems.

Outcome

Just a few weeks after implementing the new Help Desk management software, the average time to resolution (MTTR) decreased by 93%, while the availability of IT systems reached 99.5%.

This improvement made it possible not only to achieve productivity metrics consistent with today’s world, but also to eliminate a fear that had always been present in the company and was spreading among all employees.