Objectives
Through the project, Allied aimed to offer:
- First and second line support, Incident/Problem Management to users across EMEA in English, French and German
- Flexible onsite support across Austria, Belgium, Denmark, Finland, France, Germany, Israel, Italy, Netherlands, Poland, Russia, Spain, Sweden, Switzerland, UAE and UK
- Documentation of a formal workflow, process and procedure in line with Kodak’s requirements
- Monthly reporting
- Managing conformance of SLAs, OLAs and underpinning contracts
- Managing user expectations by providing consistent, high quality service
- Managing planned and unplanned absences: holiday/sickness
- First time fixes working to business KPIs while maintaining user satisfaction and presenting a positive experience
- Effectively deal with tickets that relate to procurement, IMAC and user requests.
- Ensure compliance with all Kodak security policies
Solution
Allied offered a tailored solution designed to fit Eastman Kodak’s needs. Allied’s global reach enables it to deliver the right resources to meet Eastman Kodak’s requirements for cultural alignment, multilinguistic ability and to meet the expected educational, professional experience and competence.
- ITIL based managed service desk with multilingual staff proficient in English, French and German for the provision of remote first and second line support
- A shared service resource pool which can be flexed to deliver ‘fit for purpose’ resource models for our clients
- Implemented a process for the creation and maintenance of the required documentation and reports, ensuring compliance with Kodak’s security policies
- All planned leave and unplanned absences are covered by pre-inducted resources with no impact to service
- Support services include: Remote and onsite workstation support, Device installation, Logging & updating incident information onto tracking system, Troubleshoot and replace failed hardware components, Server support and Break-Fix Maintenance
Benefits
After successful implementation, Allied managed to:
- Implement a process for the creation and maintenance of the required documentation and reports, ensuring compliance with Kodak’s security policies
- Support personnel and backfill resources continue to deliver high quality support services and business continuity
- Continue to deliver quality resources and services to Eastman Kodak which has resulted in a decade-long Managed Service engagement
- Currently resolve 82% of service desk calls and 78% of onsite requests in the first touch
Keys to success
Through the project, Allied and Eastman Kodak have achieved:
- Service continuity – Support personnel and backfill resources continue to deliver high quality support services and business continuity
- Long-term partnership – Allied continue to deliver quality resources and services to Eastman Kodak which has resulted in a decade-long Managed Service engagement
- First Touch Resolutions – Currently, we are resolving 82% of service desk calls and 78% of onsite requests in the first touch
