Project Summary: Automation 1st & 2nd Level Support
Company Overview
Revenue: >4 Billion EUR
Number of Employees: >15,000
Industry: Industrial Machine Manufacturing
Project
Title: Automation 1st & 2nd Level Support
Project Description
Our client, a leader in the industrial machine manufacturing sector, faced a significant challenge with their IT
support system. The troubleshooting process was highly manual, despite having clear documentation, leading to a
substantial drain on resources. The project's scope was divided into two main parts: providing IT service
support and automating these tasks to increase efficiency and productivity for over 10,000 users.
Unique Challenges
- Integration with the client's existing IT infrastructure.
- Navigating strict security restrictions.
- Building a flexible solution that could be modified as required in the fast-paced IT environment.
Scope of Our Service
- IT Service Management: Ongoing management of IT service requests.
- Project Fulfillment: Ensuring the project was completed according to the client's
specifications.
- Solution Selection: Choosing a solution that fit seamlessly into the client's IT
infrastructure.
- Custom Solution Development: Developing a custom, modular solution tailored to the client's
needs.
- Documentation Translation: Converting their existing documentation into PowerShell code.
- Testing: Thorough testing of the developed solution.
- Integration: Integrating the solution into the client's existing systems.
- Staff Training: Training the client’s staff to use the new automated system effectively.
Total Duration
Duration: 3 Months
Result
- Resource Efficiency: The IT support staff moved from a resource-intensive, manual support
process to a highly automated troubleshooting system.
- Increased Productivity: Enabled parallel activities, significantly multiplying productivity
in an area where qualified staff is scarce.
- Enhanced Flexibility: The modular solution allows for modifications as required, ensuring
adaptability in the ever-evolving IT landscape.
