Rapid deployment of Covid-19 Enterprise Service

Management solution for a global security company

Rapid deployment of Covid-19 Enterprise Service Management solution for a global security company

Xcession has successfully implemented the iTop platform for a major security company to manage their Covid-19 Service Desk workload efficiently

Background

The client, a global security organisation, needed an efficient way to process incoming emails and calls relating to their Covid-19 test centres.

The requirement was to manage the whole life cycle of issues and requests and provide meaningful management information to allow for action plans to be implemented. The key drivers for the project were

  1. Speed of deployment—no more than 3 weeks

  2. Automatic processing of incoming emails from staff and non-staff

  3. Prioritisation and alerting of overrunning items

The Solution

Xcession deployed the iTop product from Combodo as it provides an efficient Request management based tool, coupled with a very powerful Designer tool that allows for very easy and quick configuration and customisation of the base product.

Using the core features of the iTop product , and working closely with the end users, Xcession were able to config-ure and customise the iTop product to meet the needs of the business within the stated business timescales.

Xcession has successfully implemented the iTop platform for a major security company to manage their Covid-19 Service Desk workload efficiently

Background

The client, a global security organisation, needed an efficient way to process incoming emails and calls relating to their Covid-19 test centres.

The requirement was to manage the whole life cycle of issues and requests and provide meaningful management information to allow for action plans to be implemented. The key drivers for the project were

  1. Speed of deployment—no more than 3 weeks

  2. Automatic processing of incoming emails from staff and non-staff

  3. Prioritisation and alerting of overrunning items

The Solution

Xcession deployed the iTop product from Combodo as it provides an efficient Request management based tool, coupled with a very powerful Designer tool that allows for very easy and quick configuration and customisation of the base product.

Using the core features of the iTop product , and working closely with the end users, Xcession were able to config-ure and customise the iTop product to meet the needs of the business within the stated business timescales.

Results

  • Rapid onboarding of customer onto the product

  • Efficient processing of incoming requests & incidents

  • Extensive Management Information available

  • Fast response times

We have been really impressed with the speed that Xcession could deploy the iTop product. Its been super fast and really easy for us to get a system up and running to help deal with the requests coming in from our sites

Technology Delivery Manager, Global Security Organisation

If you would like further information on this case study, or other projects that Xcession has been involved with, please contact us info@xcession.co.uk

Results

  • Rapid onboarding of customer onto the product

  • Efficient processing of incoming requests & incidents

  • Extensive Management Information available

  • Fast response times

We have been really impressed with the speed that Xcession could deploy the iTop product. Its been super fast and really easy for us to get a system up and running to help deal with the requests coming in from our sites

 

Technology Delivery Manager, Global Security Organisation

If you would like further information on this case study, or other projects that Xcession has been involved with, please contact us info@xcession.co.uk