Automotive
Achieving service goals through process implementation
Starting point
- Lack of transparency regarding the services provided by the Competence Centre in the SAP BI Shared Service area
- Poor or unmeasurable service delivery
- No mechanisms for service and architecture improvement (CSI)
- No structures for the procedural handling of operational operations
- No standardised approaches for project execution in the business lines
Procedure
- Design of a complete process model for the Competence Centre based on the company-wide IT process model
- Identification and description of the services offered within the Shared Services framework
- Design and implementation of the processes Incident Management, Service Request Fulfillment, and Operational Activities
- Establishing a foundation for the billing of CoC services
Features/Project outcome
- Service catalogue for customer interaction and collaboration with downstream internal and external service providers of the Competence Centre
- Documented workflows and procedures for customer and service staff
- Transparency regarding the number and processing steps or duration of incident and service request tickets
Customer benefits
- Faster and more secure execution of operational activities
- Auditable processes (e.g. user management)
- A secure foundation for the billing of services enables continuous business case evaluation
- Transparency regarding the number and processing steps or duration of incident and service request tickets
- Cost reduction potential through tendering and offshoring capabilities
Marco Bruno | Senior Manager / Authorised Officer