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Overview:
The Client is offers retail foreign exchange. Due to a growing dependency on technology and automated systems in recent years, the client's employees were growing frustrated with the lack of an organized and structured first level IT support function. The objective was to create a "one stop shop" - a single point of contact for all IT related issues. The solutions provided were a centralized, business focused, ITIL based Service Desk that was accessible across North America and supported a multitude of different locations and times zones. With the new ITIL Service Desk, incidents were reported, recorded, classified, supported and resolved so that the end-user could keep focus on meeting required business objectives. And, IT became a strong and effective internal business partner.
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