Business: Founded in 1948, Manpower provides innovative workforce solutions for 400,000 clients across the globe. Services include permanent, temporary and contract recruitment, employee assessment and selection, training and consulting.
Challenge: To avoid the productivity and financial losses that can be caused by business downtime, Manpower must respond quickly to IT problems reported by employees. However, the limited functionality and performance of the company’s homegrown service desk tool constrained its ability to respond to incidents.
Solution: CA Service Desk Manager underpins Manpower’s ITIL-based approach to service management. It supports 6,500 users and is used to track around 25,000 incidents a month. The solution provides metrics for problem analysis, which has reduced IT downtime and call volumes.
Result: The solution has enabled Manpower to transform its IT support operation. As a result, IT support costs have reduced by 15 percent, efficiency has increased by 23 percent with Manpower technicians now handling 40 percent more contacts.