The challenge.

The IT department of an Italian multinational company that makes and distributes products realized it needed to update its global technology setup to provide better service. This includes fixing technical problems and handling requests for equipment, like software and hardware, from employees worldwide.

The way people work changed because of COVID-19. This led to more technical requests from employees everywhere. The way they were handling these requests, which involves local outsourcing, wasn’t working well. It was causing delays and problems in their daily tasks.

The guiding questions for the work team were: How can we prioritize the technical and technological aspects to improve the two processes managed by the IT department? How can we meet the behaviors, needs, and expectations of employees while “standardizing highly required customization”?

The team.

Corporate areas: IT, Procurement

Year.

2020