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Service desk
Chi supportiamo
Devono
garantireAziende retail
 headquarter in Italia
 punti vendita worldwide
 punti vendita di propri...
Chi supportiamo
Devono
Aziende di tutte
le industry
 molte postazioni di lavoro da
gestire
 garantire un supporto per
tu...
Chi supportiamo
Tutte le aziende vogliono
 un servizio facile da contattare
 una soluzione veloce dei problemi
 persona...
L‟azienda si chiede
«Mi strutturo internamente
o mi affido a un partner?»
Quali vantaggi
Conviene affidarsi a un
partner. Si tutela da
imprevisti
come
dimissioni,
malattia
Rimane
concentrata
sul s...
Cosa dicono le aziende
 Il 60% delle aziende industriali percepisce l‟IT
service desk come „abilitante‟
 Il 60% delle az...
Cosa dicono le aziende
 Nelle aziende le risorse interne e le loro
competenze sono scarse o inadeguate
 Nascono in azien...
Oltre il service desk
SERVICE DESK
SUPPORTO
ON-SITE
STAGING
MONITORING
MAINTENANCE
SPOC 24/7
multilingua ITIL
compliant
Pr...
Il modello del servizio
Service
(re)design
Service delivery
Service transition
Service
improvement
Integrazione
UtentiStrutture
SERVICE
DESK
Integrazione
Fatturazione
Ordini
CRM
Produzione
Inventari
Reportistica
District mgmt
Amministrazione
Risorse umane
Marketi...
Integrazione
Device
SERVICE
DESK
Dicono gli esperti
Un service desk efficace
 è uno SPOC
 va oltre lo SLA : analizza le metriche
 ha la tracciatura comp...
Noi facciamo tutto
questo.
Come misuriamo il lavoro
Log del
centralino voip
Ticket
Management SW
Report di
Business
intelligence
INDICI DI
PERFOR-
MA...
Ogni giorno assicuriamo
85% delle chiamate accolto
entro 20 secondi
<3% di chiamate
abbandonate
80% dei ticket risolti in
...
Ogni anno gestiamo
2.500 negozi monomarca,
multimarca, franchising
7.000 postazioni
di lavoro [+device]
in 5 continenti
Ogni anno gestiamo
150.000 ticket per supporto o
assistenza tecnica
220.000 chiamate
Xenesys
Venite a vedere
come lavoriamo.
Xenesys
ALESSIO
Coordinatore di sala
In Xenesys dal 2003
MARCO
In Xenesys dal 2011
Italiano inglese francese
spagnolo
YOAL...
Xenesys
MATTIA
In Xenesys dal 2011
Italiano inglese spagnolo
ALBERTO
In Xenesys dal 2007
Italiano inglese
francese spagnol...
Xenesys
REAL TIME
MONITORING
CONSOLE
MANUALI UTENTE
TICKET
MANAGEMENT
SYSTEM
BOTTIGLIA
RIUTILIZZABILE
per la riduzione di ...
Xenesys
TURNI ORGANIZZATI
SETTIMANALMENTE
Xenesys
MONITORAGGIO
E ALERTING
SEMPRE ATTIVO
E VISIBILE
Xenesys
MIRO VICCO
Responsabile IT
Service
Management
“Qui si lavora!”
DISCLAIMER COPYRIGHT XENESYS S.R.L.
Le informazioni contenute in questo documento sono di proprietà di Xenesys S.r.l..
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Offering - Service desk

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Il Service Desk di Xenesys aiuta le aziende a rispondere con rapidità e professionalità alle problematiche tecniche della propria rete retail, con un'assistenza continua e multilingue.

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Offering - Service desk

  1. 1. Service desk
  2. 2. Chi supportiamo Devono garantireAziende retail  headquarter in Italia  punti vendita worldwide  punti vendita di proprietà e in franchising  software non omogenei tra i punti vendita  uno SPOC [Single Point of Contact] per tutti gli utenti  supporto multilingua  supporto 24/7
  3. 3. Chi supportiamo Devono Aziende di tutte le industry  molte postazioni di lavoro da gestire  garantire un supporto per tutti gli strumenti in uso  massimizzare le risoluzioni degli incident da remoto  implementare un ticket management system
  4. 4. Chi supportiamo Tutte le aziende vogliono  un servizio facile da contattare  una soluzione veloce dei problemi  personale competente  costi sotto controllo
  5. 5. L‟azienda si chiede «Mi strutturo internamente o mi affido a un partner?»
  6. 6. Quali vantaggi Conviene affidarsi a un partner. Si tutela da imprevisti come dimissioni, malattia Rimane concentrata sul suo core business L‟azienda non si fa carico dell’aggiorna mento degli skill Risparmia in selezione, formazione, sviluppo e motivazione delle persone
  7. 7. Cosa dicono le aziende  Il 60% delle aziende industriali percepisce l‟IT service desk come „abilitante‟  Il 60% delle aziende di alcune industry specifiche (finanzia, retail) addirittura come „strategico‟ Fonte: Assinform, 2012 e ITSMF Italia, 2012
  8. 8. Cosa dicono le aziende  Nelle aziende le risorse interne e le loro competenze sono scarse o inadeguate  Nascono in azienda nuove figure: Il Service Manager (62%) e il Service Desk Manager (48%)  La strada verso il Continual Service Improvement è avviata Fonte: Assinform, 2012 e ITSMF Italia, 2012
  9. 9. Oltre il service desk SERVICE DESK SUPPORTO ON-SITE STAGING MONITORING MAINTENANCE SPOC 24/7 multilingua ITIL compliant Presidio specialistico presso il cliente con SLA Configurazione e testing hardware e software multibrand Monitoraggio preventivo sull‟intero parco IT Manutenzione ordinaria e straordinaria di tutti gli apparati
  10. 10. Il modello del servizio Service (re)design Service delivery Service transition Service improvement
  11. 11. Integrazione UtentiStrutture SERVICE DESK
  12. 12. Integrazione Fatturazione Ordini CRM Produzione Inventari Reportistica District mgmt Amministrazione Risorse umane Marketing IT SERVICE DESK Processi Business Unit
  13. 13. Integrazione Device SERVICE DESK
  14. 14. Dicono gli esperti Un service desk efficace  è uno SPOC  va oltre lo SLA : analizza le metriche  ha la tracciatura completa degli utenti e degli asset IT in azienda  raccoglie feedback puntuale Fonte: Il Sole 24 Ore, 2012
  15. 15. Noi facciamo tutto questo.
  16. 16. Come misuriamo il lavoro Log del centralino voip Ticket Management SW Report di Business intelligence INDICI DI PERFOR- MANCE
  17. 17. Ogni giorno assicuriamo 85% delle chiamate accolto entro 20 secondi <3% di chiamate abbandonate 80% dei ticket risolti in autonomia
  18. 18. Ogni anno gestiamo 2.500 negozi monomarca, multimarca, franchising 7.000 postazioni di lavoro [+device] in 5 continenti
  19. 19. Ogni anno gestiamo 150.000 ticket per supporto o assistenza tecnica 220.000 chiamate
  20. 20. Xenesys Venite a vedere come lavoriamo.
  21. 21. Xenesys ALESSIO Coordinatore di sala In Xenesys dal 2003 MARCO In Xenesys dal 2011 Italiano inglese francese spagnolo YOALI In Xenesys dal 2012 Spagnolo Italiano francese inglese portoghese tedesco SILVIA In Xenesys dal 2007 Italiano inglese francese spagnolo
  22. 22. Xenesys MATTIA In Xenesys dal 2011 Italiano inglese spagnolo ALBERTO In Xenesys dal 2007 Italiano inglese francese spagnolo DENNY In Xenesys dal 2012 Italiano inglese Altri 15 tecnici giovani e appassionati
  23. 23. Xenesys REAL TIME MONITORING CONSOLE MANUALI UTENTE TICKET MANAGEMENT SYSTEM BOTTIGLIA RIUTILIZZABILE per la riduzione di CO2 OROLOGI
  24. 24. Xenesys TURNI ORGANIZZATI SETTIMANALMENTE
  25. 25. Xenesys MONITORAGGIO E ALERTING SEMPRE ATTIVO E VISIBILE
  26. 26. Xenesys MIRO VICCO Responsabile IT Service Management “Qui si lavora!”
  27. 27. DISCLAIMER COPYRIGHT XENESYS S.R.L. Le informazioni contenute in questo documento sono di proprietà di Xenesys S.r.l.. Questo documento è redatto a scopo puramente informativo e non costituisce alcun elemento contrattuale con Xenesys S.r.l.. Esso contiene solo strategie, sviluppi e funzionalità delle soluzioni commercializzate da Xenesys S.r.l.. Xenesys S.r.l. non fornisce alcuna garanzia implicita o esplicita di alcun tipo. Tutti i marchi appartengono ai rispettivi proprietari. Nessuna parte di questa pubblicazione può essere riprodotta o trasmessa in qualsiasi forma o per qualsiasi scopo senza la preventiva autorizzazione di Xenesys S.r.l.. XENESYS 2013 TUTTI I DIRITTI RISERVATI

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