Business:
KPIT Cummins provides enterprise IT services, business process outsourcing and advanced technology solutions for organizations in the manufacturing, energy, utilities and diversified financial services sectors.
Challenge:
The company’s staff rely on the availability of core IT systems to deliver customer services. Any IT problems must therefore be dealt with rapidly to ensure productivity and customer service level are not impacted. Although KPIT Cummins had an in-house application to track service requests and incidents, it offered limited functionality and lacked integration with other IT management systems.
Solution:
CA Service Desk Manager provides self-service IT support for 5,000 employees. An IT message board and 300 knowledge articles improve communications and enable end users to resolve common problems themselves. The solution is integrated with HR, Active Directory and asset management systems to automatically update support data.
Result:
Enhanced IT visibility, automation and integration have enabled KPIT Cummins to make better use of its resources, resulting in a reduction in IT support overheads by 25 percent. By supporting more mature ITIL®-aligned IT management, the CA Technologies solution will also help the company achieve ISO 20000 certification.
