Maersk Oil, Global - Techapps Support Managed Service
Maersk Oil, Global - Techapps Support Managed Service
Maersk Oil required a technical provider to support its IT function with Techapps support. Prosource.it was contracted to design and implement a robust and wide ranging solution encompassing many disciplines resulting in the successful delivery of a managed support service.
High Level Scope:
Implement a managed service covering the Technical Applications scope
Creation of ITIL based processes, procedures and standards
Provide a central point of contact and end-to-end ownership of incidents and requests
Management of 3rd party suppliers and Subject Matter Experts (SMEs)
Personalised engagement and high levels of customer satisfaction
Active leadership and participation in the Operating Rhythm
Introduce Service Management and delivery mind-set
Consistent user experience and responsive support
Key Challenges:
Introduction of ITIL based service management
Introducing a Global support model and mind-set
Diverse customer base and 3rd party vendor list
Transition from incumbent supplier
Highlights:
Introduced and maintained Change Management process and toolset
Successfully Implemented annual Service Improvement Plan to reduce costs & improve efficiency
License Management reporting provided management information allowing huge cost savings to be made
Implemented 24x7 on call support for key applications
Consistent Customer Satisfaction performance > 95%
Established Operating Rhythm to bring structure to the service
Developed and implemented Application Portfolio Management system
Prosource.it successfully implemented an annual service improvement plan to reduce costs & improve efficiency
Summary
Over the course of the project Prosource.it supported 8 sites in total (4 manned & 4 remote) processing over 19,000 tickets for 1500+ users.
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