Service Level Management White Papers
Smooth Transition and Improved Service as HP Takes Over BT Helpdesks
Overview BT Group is one of Europe's leading providers of telecommunications services and in the UK it serves over 20 million business and residential customers with more than 29 million exchange lines, as well as providing network services to other licensed operators. BT's IT help desk is a mission critical service. It needed a service with an improved and enhanced end user experience, and turned to its alliance partner, HP, to take over the management of the service. The transition needed to be seamless and achieve at least the same level of service quality as before. HP ran an offshore managed service desk for BT. Most of the work carried out by the ten BT helpdesks was transferred to HP's Global Delivery Centre facility.
| Publisher | Hewlett-Packard | File Format | |
|---|---|---|---|
| Date Published | August 2006 | ||
| Format | Case Studies | ||
| Topics | |||
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