Launch of the Naumen Service Desk Pro | CSC Information technologies

Description

To manage services and processes, CSC rolled out the Naumen SD Pro, an ITSM solution built on the ITIL 4 principles. The service platform improves performance of the company's support team and ramps up client satisfaction rates for the support team thanks to a continuous increase in service quality.

Key project goals:

a comprehensive approach to providing services, managing incidents, supporting clients and changing the IT infrastructure,
centralisation and harmonisation of the service platform and management processes,
business automation with the edge-to-edge process coverage,
creation of the intelligent user portal,
a service approach outside IT (business process management),
increase in the business customer satisfaction with transparency of business processes engaged in provision of services,
user feedback for better quality of service,
creation of a reporting system built on actual quality values of services from different perspectives made available on a real-time basis.

In this project, CSC created the Naumen SD Pro Competence Centre, a team of experts providing independent technical and consulting support for the product and testing new system releases supplied by the vendor.

The functionality of the service platform is based on the provision of services in various industries: HR, accounting and tax services, IT. Naumen SD Pro improves the quality of services. The company delivered a cutting-edge, customisable and scalable product designed to improve the manageability and transparency of business processes.