BIC´s Group IT Services team needed to provide a more efficient and optimized service within the company. The Group IT Services team at BIC is responsible for assisting the company’s Centers of Excellence (COEs) with IT operational dashboards and reports that help them better monitor their service performance, optimize, and improve their respective service delivery to the business.
Our team at Tero worked directly with BIC’s Group IT Services team to go beyond the local and regional data and provide solutions that could centralize KPIs through updated dashboards and global reports, overseeing the information needed by COEs such as:
- SLA - Service Level Agreement
- Tickets response and resolution time
- Tickets backlog and aging
- Customer satisfaction
- Demand status
- Company assets