Global service desk consolidation for operational efficiency and lower cost of output

Challenge

The client had over 360,000 annual incidents across its IT operations. A decentralized service desk resulted in inconsistent governance, user experience, poor knowledge retention, and a high cost of IT ownership. The client needed to consolidate its service desk to create operational stability and ensure process alignment across teams so that its service desk could be efficient and cost-effective.

Solution

After studying the client’s existing support processes, Marlabs decided to consolidate all services in the English language into one centralized location. A phased transition approach was adopted with anticipated risk and mitigation strategies. In addition, transparency in the operating model and the availability of factual data to monitor performance ensured client satisfaction.

The client’s service desk knowledge repository was streamlined. All information in the repository was categorized, reviewed, and made readily available to support teams and end users. High-impact tickets were notified on the landing page of the IT portal. Shift left of activities and planned automation of repeated tasks added to increasing operational efficiency.

The collaboration processes between the client’s L2 and L3 teams were upgraded using newer technology. Finally, structured governance and visibility to operational metrics provided the client with the ability to influence key performance indicators.

The engagement, over six years (and 80 FTEs), saw the client enhance the scope of work and extend the contract to automate onboarding tasks, include SAP security tickets, implement canned email, migrate from Google Docs to RightAnswers, replace JIRA with SNOW ticketing tool, shift left of EDOC, and integrate dashboards and reporting.

Results

The service desk consolidation and the implementation of a flexible and scalable solution resulted in improving operational efficiency. Our left-shift approach helped the client optimize costs. Structured and transparent governance gave the client visibility into operations, and including an FAQ for the most essential questions on the landing page of the IT portal, which included “how to” answers, saw a 20% reduction in tickets.

The client was happy to note that Marlabs had accelerated the transition from the incumbent vendor within budget and the proposed timelines.

Impact

• >92% CSAT maintained consistently
• 15% efficiency improvement delivered through automation of routine tasks
• 20% reduction in reported tickets
• 5X growth in user count (over 5 years) managed by increasing support team by only 2.5X