IBS DataFort, provider of IT outsourcing services in the Russian market, created Service Desk for OBI. This contract includes user support, IT infrastructure and business applications support. OBI is a convenient European retail company, which sells goods of DIY («Do It Yourself») format. This project has been carried out in 3 months after winning a tender.

Due to development of a retail chain Russian IT Department of OBI faced a fact that company needed a workload rationalization of given IT resources without reducing the level of user support quality. OBI applied to IBS DataFort with an offer to take part in a tender devoted to creation of Service Desk. IBS DataFort efficiently prepared all necessary documents and offered to reduce the workload of OBIs high qualified IT specialists at the expense of remote support of most accidents and transferring the user support functions to outsourcing.

After signing an Agreement and detailed examination of IT processes of a customer IBS DataForts specialists prepared a technological base, moreover they created and assigned necessary regulations, structured and supplemented already existing OBIs knowledge base of incidents. Also Call Center operators were employed, forms of reporting and initial incident processing were created, there was made an intensive course of education for all Service Desk workers, information about undeclared incidents and problems has been collected. When the mane phase ended Service Desk was entirely ready for transferring to outsourcing model and a pilot project was launched.

Transition period lasted several months and made it possible to estimate the efficiency of Service Desk work, to end the process of filling knowledge base and prepare recommendations for service optimization and finally to transfer Service Desk functions to outsourcing. During this period services were rendered in a mode 8*5.

Denis Kalinin, General Director, IBS DataFort: “When customer was searching for a service provider to create Service Desk he searched for a partner who would start not with destruction of existing system but with a systematization of cumulative experience, analysis of running IT processes and on a base of this knowledge starting to build an efficient Service Desk. On a stage of a tender we already demonstrated an original attitude to achieving stated goals. IBS DataFort avoided the frameworks of necessary documentation and additionally, without raising the price of a contract, offered innovative ways of employee reservation and provision of a secure Service Desk running”.

OBI involves different specialists including Call Center operator, engineers, system analytics and project managers. As a result of transferring Service Desk functions OBIs inner IT resources were reallocated. Now these resources can be used in new projects.

Service Desk created for OBI by IBS DataFort perfectly fits all requirements linked with employee reservation, provision of service continuity and motivation policy for employees.