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TEKsystems introduced a co-managed service model to help our client improve performance against key service metrics and improve IT support.
The client, a worldwide biopharmaceutical company, develops innovative products and technologies designed to advance world health and help fight and cure disease. In the world of biologics, the company has established itself as a true visionary, with one of the most robust pipelines in the biopharmaceutical industry. They are proudly united by their spirit of innovation, heart of inspiration and strength of integration, as they advance science for better health.
As organizations evolve, develop new products, adopt new technologies and acquire or merge with competitors, the service desk takes on an even greater role. Service desks, staffed by skilled technical personnel, provide centralized support for an organization’s IT products and systems. The service desk is tasked with keeping IT functions operational and should be seen as an efficient partner to the organization’s users. Assistance ranges from answering common questions to managing software updates and installations. The deskside support team handles escalated requests from the service desk and specializes in working directly on a user’s laptop or desktop computer to resolve an incident or request.
Under traditional support models, service desks and deskside support functions employ a reactive approach by responding to user calls for assistance as they occur. In an effort to optimize efficiency and respond to ever-increasing incident calls, service desks and deskside support functions are evolving from independent support systems into one seamless strategic partner. This strategic support function proactively identifies issues at the source, gathers information, eliminates communication gaps and develops relationships with the organization’s end users. A proactive service approach can result in a mature support model with the ability to resolve issues quicker and stabilize costs, leading to increased resolution rates, decreased demands on desktop support, optimized reporting and management tools, and restructured service level objectives to keep the overall end to end support function on track.
In 2007, the client entered into an IT outsourcing relationship with a large international services company with the goal of promoting a focus on core competencies. The solution was adequate, but the client desired to improve its performance against key service metrics and operate its IT support through a more collaborative model.
Our client outsourced their support model entirely and relied on an outside vendor to provide service desk and deskside support for 5,500 users across research and development facilities and distribution centers. The client’s support agreement did not meet service expectations, and the client experienced increased additional costs in order to resolve user issues. The inconsistent and inefficient support provided by the outsourced service desk also led to decreased satisfaction with IT throughout the organization and decreased user productivity.
The client experienced the following challenges with its current service desk and deskside support model:
The client chose to initiate a new contract with a new provider. The client did not want another fully outsourced model, and a staff augmentation solution did not fit the client’s budget. The client needed a trusted partner to provide a flexible arrangement and integrated service desk and deskside support services.
TEKsystems has been an IT staffing provider and partner to the client for more than 10 years. During that time, we developed long-standing relationships within the client’s IT department and have become a preferred supplier of IT resources. TEKsystems proposed a co-managed engagement model to help the client realize high resolution rates and customer satisfaction. This solution provided more visibility into the team’s performance and direction and improved contract flexibility.
TEKsystems proposed a co-managed engagement solution to help the client realize high resolution rates and customer satisfaction. TEKsystems’ collaborative, flexible model aligned industry best practices with client-specific processes and procedures and built upon a long-standing relationship with the client’s IT department. TEKsystems’ solution included:
TEKsystems delivered off-site IT service desk support out of our Maryland facility in conjunction with on-site support teams and service desk support. Both teams consist of a manager and specialized analysts. The integrated teams are managed by a TEKsystems global delivery manager, who ensures consistent quality for the overall program.
TEKsystems realigned the service desk team by training additional team members, redefining service metrics and analyzing trends in call requests. The service desk logged, tracked and resolved issues in the client’s incident management tool and escalated issues through a defined process that kept ownership of the call with the service desk. This process ensured consistency of response and allowed for better tracking of the call and the solution. Through efficiencies in the team restructuring, team training and onboarding, the service desk resolution rate increased. The service desk also met or exceeded metrics on average speed to answer a call, abandoned call rates, response time and customer satisfaction.
The deskside team was able to assume more responsibilities, as the efficiencies in the service desk reduced the number of calls escalated to the deskside team. This optimization resulted in a more than 300 percent improvement in overall incident and service request resolution time and incident and service request backlog.
The client further engaged TEKsystems to support overseas operations through desktop engineering and desktop support services. By extending the scope of the engagement, the client recognized global alignment of IT support to their business needs.
Successful outsourcing or co-management of a business function requires clear understanding of each party’s expectations and requirements. TEKsystems identified the following key steps to mitigate risk and develop strong partnerships: