Task

  • Establishment of a service area for 1st level support for the IT systems of a customer
  • Takeover of the service from the customer
  • Management of the service area and responsibility for service quality

Industry/ Function / Environment

  • Telecommunications
  • IT Service Manager / Service Provider
  • Digital Transformation / Outsourcing

  • Definition of service performance (areas incident, change and service request) incl. agreement on corresponding KPIs
  • Drawing up the various requirement profiles, recruiting the necessary personnel (incl. external service providers) and putting together the teams at various locations
  • Elaboration of a know-how transfer concept, coordination with the client and detailed planning of measures
  • Training of staff, implementation of job shadowing and quality assurance of know-how
  • Gradual takeover of the service from the customer (pilot phase, stabilisation and full operation)
  • Conducting regular service review meetings
  • Continuous improvement of services, optimisation of the economic efficiency of the service and expansion of the service scope

  • Timely establishment of the service area
  • Punctual takeover of the service from the customer
  • Successfully completed pilot and stabilisation phase
  • Service operation within the agreed quality framework
  • Further expansion of the service scope

  • German telecommunications group
  • Many thousands of employees
  • Numerous locations in Germany
Dipl.-Inform. Wolfgang Schenk

Managing Partner

 +49 40 8000 845 92 schenk@fup-ag.com
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