{"id":159,"date":"2016-04-22T00:00:00","date_gmt":"2016-04-22T00:00:00","guid":{"rendered":"https:\/\/sii.ua\/?case-study=service-desk-2"},"modified":"2016-04-22T00:00:00","modified_gmt":"2016-04-22T00:00:00","slug":"service-desk-2","status":"publish","type":"case-study","link":"https:\/\/sii.ua\/en\/case-study\/service-desk-2\/","title":{"rendered":"Service Desk"},"content":{"rendered":"<h2>The challenge<\/h2>\n<p>Restructuring the company, minimalizing the contribution to the work not connected directly with Business. Outsourcing whole processes that support the Business\u2019 work.<\/p>\n<h2>What we did<\/h2>\n<ul>\n<li>A team of specialists taken over from the Client\u2019s structures is responsible for implementation of the first and second line of suport.<\/li>\n<li>Three employees working in shifts perform the procedure of closing the day, which is critical for the Bank\u2019s continuity. Work is done at night or on weekends.<\/li>\n<li>We realize support works according to the SLA expected by the Client, we present results by monthly measured KPI.<\/li>\n<li>The entire process, supporting Service Desk and second line in the head office and in branches all over the country is realized by Sii\u2019s team.<\/li>\n<li>We advise the Client in the area of ITIL methodology.<\/li>\n<\/ul>\n<h2>Effects<\/h2>\n<ul>\n<li>No KPI exceeded.<\/li>\n<li>Identification and presenting solutions for leaky ITIL processes.<\/li>\n<li>Taking over Bank employees smoothly and in a short time.<\/li>\n<li>Equalizing knowledge levels in the team.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>The challenge Restructuring the company, minimalizing the contribution to the work not connected directly with Business. Outsourcing whole processes that &hellip; <a class=\"continued-btn\" href=\"https:\/\/sii.ua\/en\/case-study\/service-desk-2\/\">Continued<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"template":"views\/single-old-case-study.blade.php","offering":[200],"industry":[1104],"client":[24],"technologies":[376,377,795,378],"country":[],"class_list":["post-159","case-study","type-case-study","status-publish","hentry","offering-service-desk","industry-retail-banking","client-dnb-en","technologies-itil-2","technologies-manageengine-sd-2","technologies-mobile-technology-2","technologies-ms-office-2"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/case-study\/159"}],"collection":[{"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/case-study"}],"about":[{"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/types\/case-study"}],"author":[{"embeddable":true,"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/media?parent=159"}],"wp:term":[{"taxonomy":"offering","embeddable":true,"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/offering?post=159"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/industry?post=159"},{"taxonomy":"client","embeddable":true,"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/client?post=159"},{"taxonomy":"technologies","embeddable":true,"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/technologies?post=159"},{"taxonomy":"country","embeddable":true,"href":"https:\/\/sii.ua\/en\/wp-json\/wp\/v2\/country?post=159"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}