The Challenge
Wine businesses often require additional support during seasonal peaks. This, and a business with 1200 users across four time zones in Australasia, presented significant challenges in providing a single, consistent, 24/7 service. A central desk with strong SLA levels was required, to allow the team to focus on project delivery and development, and improve the visibility of workload and operational efficiency.
The Solution
Datacom’s flexible and proven service delivery capabilities allowed us to deliver a single, 24/7 service desk. Outsourcing gave Pernod Ricard Winemakers the flexibility to scale operations depending on demand and give all regions consistent service quality, regardless of seasonal peaks.
A single IT Service Management (ITSM) platform provides a single change-and-release capability, allowing greater visibility, efficient review, online change approval, and a single history of activity. Running for more than a year, the service continues to develop, while consistently meeting SLAs.
“Datacom has provided our business with a very efficient and flexible solution, which we continue to develop. Datacom personnel and the solution have allowed us to improve our overall maturity and perfect the way we manage first-line support. This relationship is proving very beneficial for Pernod Ricard Winemakers and we are confident that it will continue to flourish.”
Marc Andre – IT and Corporate Procurement Director, Pernod Ricard Winemakers
Results
- First Point of Contact Resolution (FPOC) continues to improve with an average of 88%, against a target of 80%.
- Time required to provision service requests reduced by 30%
- All Pernod Ricard Winemakers business users experience the same high-quality service
- Greater visibility of service desk performance against clear and defined SLAs
- Greater ability to undertake core business activities
- IT teams now work in a more structured and managed environment
- Fixed and visible costs and positive measurable outcomes
- Support can adapt to meet changing business needs
Technologies delivered
The service desk is delivered from Datacom’s Auckland team, using our national ITSM platform from which we manage incident, request, problem and change and configuration items. The Pernod Ricard Winemakers IT teams have direct access to the ITSM platform to view and manage tickets. Custom, real-time reporting is provided.
The Partnership
Our collaboration ensures the service desk is closely aligned with business needs, and its performance is regularly reported upon. A strong working relationship between Service Delivery Managers (SDMs) has brought a greater understanding of how to gain the best for business users, and a pragmatic approach to solving problems and realising opportunities. Building on the sound and successful partnership, Datacom is extending its delivery to Pernod Ricard Winemakers.