[Case Study on the Introduction of Product/System Help Desk] System Integrator
By separating the licensing work and initial setup tasks, we were able to provide the customer with the license by the specified deadline!
We would like to introduce a case study on the implementation of a "Product/System Help Desk" for a system integrator. The company is about to start selling security products (software) and was looking for a help desk that could operate 24/7 and handle license issuance. As a result of the implementation, they were able to establish a help desk at a low cost by utilizing the existing 24/7 help desk system. [Case Overview] ■ Background of Implementation - Looking for a help desk that can operate 24/7 and handle license issuance. ■ Implementation Effect - Security SEs can now focus on more advanced tasks such as alert analysis, analysis, and building security environments for new customers. *For more details, please download the PDF or feel free to contact us.
basic information
【Help Desk Overview】 ■ Structure: Shared operators of our company ■ Hours: 24 hours a day, 365 days a year ■ Number of cases handled: 50 cases/month ■ Support target: Security products (software) ■ Tasks ・ Reception support (issue inquiry number and confirm inquiry details) ・ License tasks (issue new licenses, renew periods, add/delete license numbers, terminate licenses) ・ Initial setup tasks (initial setup of monitoring servers and initial registration of monitored devices) ・ Escalation support (escalate to related departments and responsible personnel) ・ Incident management (manage inquiries from open to close) ・ Reporting (report help desk activities in monthly reports) *For more details, please download the PDF or feel free to contact us.
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Applications/Examples of results
For more details, please download the PDF or feel free to contact us.
