Facts and Figures
- Industry: Energy
- Contents: Client design, client migration and set-up of support organisation
Project Description
A regional energy supply company based in Switzerland transferred its IT environment and the IT services to another provider. First and second level user support is now provided in-house. Innobrain was commissioned to establish the new client design. Additionally, Innobrain assisted the migraton team in planning the client migration and setting up the support. To ensure a high level of acceptance of the new service desk manual, the employees were involved in its development.
Services
In a first step, Innobrain headed a workshop with the departments to assess the requirements of the new client design. Existing clients were analysed and together with the new requirements, a specification of the new client was created. Subsequently, the new IT provider of the company implemented the specifications in cooperation with Innobrain. During the client migration, Innobrain supported in matters of procedural organisation, with checklists, user guidance and user support. After the migration, Innobrain answered user inquiries directly and personally at the new workplace. The service desk manual was the basis for an ideal start of the service desk. It describes tasks, competencies and responsibilities of the service desk and reflects the ITIL processes. The manual was created together with the service desk staff during several workshops held by Innobrain. Despite a very short deadline, the IT was successfully transferred to the new organisation and was ready in time to face its duties.