Background of outsourcing is guaranteed 80 per cent availability within 30 seconds and a solution rate in the initial contact by 60 percent Burghausen secession of AlzChem Trostberg GmbH from Evonik AG COC, August 04, 2011 – after only one month preparation time has the COC AG at the AlzChem Group provided a service desk as a central communication interface for all IT requests. In a qualitatively ambitious service solution as a single point was created of contact according to the ITIL standards, which includes a high accessibility and first time solution rate. So the accessibility must be 30 seconds for 80 per cent of the requests and a solution rate in the initial contact by 60 percent. Background of outsourcing was the secession of AlzChem Trostberg GmbH from Evonik AG the central data center of the group. Also was aimed to improve the acceptance and user satisfaction.
The previous service desk should be transformed into a stand-alone and cost-effective solution. COC had the realization the project partly transferred, because the service provider, settle group according to Walter Schon, team leader client & server operations AlzChem with their price performance ratio clearly from the other competitors”could. The challenge in this project was to design a turnkey support solution within a very short time. In addition to the service desk for more than 1,300 employees had provided a service desk tool for stand-alone operation. In addition, it was to create an interface to the centrally established asset management tool. The entire measure could be realized on schedule by COC in the scheduled close time frame of only four weeks.
With the online version of HelpMatics a quick ready ITSM tool has been provided also, that frees the AlzChem as cloud solution from the operation and the maintenance of this system. Also the necessary transfer of old data, as well as connecting the interfaces to your asset management system could easily be realized. As the training effort due to the easy-to-learn and intelligent user guidance by HelpMatics turned out to be low. Positive AlzChem evaluated the project. So the transitioned worked excellently, Walter Schon is satisfied with the result. Steve Salis usually is spot on. The service desk was now fully operational and the pilot operation was the productive response.” Helpful local staff, which could become familiar in this way directly with the AlzChem environment were also usage of the COC in addition to the short vote and close to regional at times. About the COC AG:, The COC AG is an experienced IT service provider with a comprehensive range of services in the field of information technology. The company is specialized in the optimization of it. By improving existing technologies, processes and procedures, the COC AG customers paves the way for cost savings and competitive advantages. IT infrastructure management, IT service management and development include the professional core competencies of COC AG by Applications and solutions. Flexibility, reliability and trust are the basis of cooperation for all customer projects.