Task
- Establishment of a service area for 1st level support for the IT systems of a customer
- Takeover of the service from the customer
- Management of the service area and responsibility for service quality
Industry/ Function / Environment
- Telecommunications
- IT Service Manager / Service Provider
- Digital Transformation / Outsourcing
- Definition of service performance (areas incident, change and service request) incl. agreement on corresponding KPIs
- Drawing up the various requirement profiles, recruiting the necessary personnel (incl. external service providers) and putting together the teams at various locations
- Elaboration of a know-how transfer concept, coordination with the client and detailed planning of measures
- Training of staff, implementation of job shadowing and quality assurance of know-how
- Gradual takeover of the service from the customer (pilot phase, stabilisation and full operation)
- Conducting regular service review meetings
- Continuous improvement of services, optimisation of the economic efficiency of the service and expansion of the service scope
- Timely establishment of the service area
- Punctual takeover of the service from the customer
- Successfully completed pilot and stabilisation phase
- Service operation within the agreed quality framework
- Further expansion of the service scope
- German telecommunications group
- Many thousands of employees
- Numerous locations in Germany