Solution benefits
- Fully consistent operating methods and culture
- Greater efficiency, through transparency and more manageability
- Improved customer service through standardisation of the service level
- Functionality for tracking and routing of support requests
- Reporting that allows better measurement, management, and development of operations
- A knowledge base making the best information accessible to everyone
- More efficient time management and lower costs, since there is less need for local support
Digia directly provided Trafi with the Service Desk Management system, through which Trafi’s information administration support services have become more efficient, while the processes have become more transparent and customers are provided with smoother and higher-quality service.
Following the framework agreement signed by Digia Plc and Hansel Ltd, the Finnish Transport Safety Agency (Trafi) adopted the Service Desk Management system. This Digia solution is used for managing the processes related to the organisation’s internal and external service requests, events, changes, and configuration data processing.
Aiming for efficient processes and effortless monitoring
The objective of the system implementation was to increase the efficiency of information administration support service operations. Moreover, it was hoped that the adoption of a common process would assist in the advancement of the bureau, then still in its infancy.
More efficient operations mean less time spent on decision-making, more effective utilisation of resources, and more efficient process monitoring and steering, all enabled by improved reporting. Trafi required the system to support the ICT event management process it had specified. This process handles the service requests pertaining to workstations, phones, data traffic, applications, office technology, user IDs, and user rights received from internal Trafi customers.
Service requests may include customer fault notifications, support requests, queries, claims and complaints, and requests for measures. Moreover, ICT event management processes internally recorded and assigned service requests and tasks related to the above mentioned fields, along with information on the faults detected, problems, and deviations. In the first phase, the implemented system’s area of application was the processing of support and service requests related to workstations, phones, LAN services, and office applications. Supported by Digia, the customer specified its processes and the related requirements.