PTS assists with an in-depth review of the AXA Tech’s service desks across India, Hong Kong, Singapore and Indonesia
Hong Kong, HK
The Client was looking to improve its internal IT service desk function and processes
requiring an in-depth review of the service desks across each of its four locations which included Hong Kong, Singapore, Indonesia and India. PTS was engaged to conduct a current state assessment of the IT support services and key processes and provide a best practice recommendation and roadmap to achieve the future state.
- Review and gap analysis and IT Service Management assessment
- Recommendations to standardise and stabilise service in each location
- Minimised exposure to operational risk related to required process and technology changes
- Built and enhanced organisational capabilities to manage and direct the shape, direction and velocity of change for the service desks.
The review of the Client’s service desk provided the Client deeper insight into the current modus operandi. The comprehensive assessment undertaken by PTS has enabled the Client to transform its IT service offerings while minimising the risks involved, meaning that the organisation will soon benefit from an IT Service operating at optimum levels, increasing the confidence invested into the Service Desk. The detailed outline of options provided by PTS ensured that the Client was fully aware of the benefits and risks of each option, helping to accelerate decision-making. PTS was successful in meeting the objectives of the assessment. In-depth knowledge of processes and IT Service Management standards is one of PTS’ key strengths, and the report helped AXA Tech identify key areas for improvement.