Monday, February 23, 2015

How Tunisian IT Service Provider Tunisie Builds Improved IT Service Management Capabilities

Transcript of a BriefingsDirect discussion on how one systems integrator uses ITSM tools to improve the total customer experience.

Listen to the podcast. Find it on iTunes. Download the transcript. Sponsor: HP.

Dana Gardner: Hello, and welcome to the next edition of the HP Discover Podcast Series. I'm Dana Gardner, Principal Analyst at Interarbor Solutions, your host and moderator for this ongoing discussion on IT innovation and how it's making an impact on people’s lives.

Gardner
Once again, we're focusing on how companies are adapting to the new style of IT to improve IT performance, gain new insights and deliver better user experiences, as well as better overall business results.

This time we're coming to you directly from the recent HP Discover 2014 Conference in Barcelona to learn directly from IT and business leaders alike how big data changes everything -- for IT, for businesses, and governments, as well as for you and me.

Our next innovation use case interview focuses on how a Tunisian IT services provider has improved their IT service management offerings and capabilities. We'll learn more about better IT control and efficiency using the latest ITSM tools and services.
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With that, please join me in welcoming our guest, Fadoua Ouerdiane, IT Projects Director at SMS and Tunisie Electronique in Tunis, Tunisia. Welcome, Fadoua.

Fadoua Ouerdiane: Hi, Dana.

Gardner: Glad to have you with us. First, tell us a little bit about Tunisie Electronique. What is the company about, and what does it do? 

Ouerdiane: Tunisie Electronique is a systems integrator for multiple vendors, including HP, for more than 40 years. We serve customers of different sizes covering almost all possible sectors. 

Gardner: Tell us a little bit about the challenges that you're facing. What problems are you trying to solve for your customers?

Continuous development

Ouerdiane: Support activity is the pillar of our company. We're in a continuous development process to fulfill our customer expectations. As a solution integrator for HP and others, we are the first interface toward our end customers.

Ouerdiane
We're asked to be as reactive as possible to all kind of customer requests: incidents, claims, and services support. The number of such requests is getting higher on a daily basis.

Gardner: There are an awful lot of IT challenges nowadays, no? People are doing more on mobile devices. They're doing more services from the cloud. Things are changing very rapidly. Therefore, they also have higher expectations about speed for solutions. Tell us about what you're putting in place in order to better serve these very complex needs.

Ouerdiane: Knowing how to manage those requests, consolidating, delegating to relevant resources, escalating, following up, and making sure that service-level agreements (SLAs) are respected are all crucial for our support department.
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In the past, we have tried to manage those needs using in-house development tools and then open-source solutions. However, in each case, we were first confronted by different limitations. Finally, we decided to use the Service Anywhere solution from HP in the software-as-a-service (SaaS) mode and install it in a cloud environment.

Gardner: Why has the cloud environment delivery model been so important? What are the benefits for you in going to cloud rather than on-premises?

Ouerdiane: Our motivation to make the choice was that Service Anywhere is not only offering functionality that perfectly matches our needs, but it has more advantages. The first is easy deployment. My team made the solution available in less than one month. No extra infrastructure is needed. That means no administration efforts, especially with high availability. This will help us to reduce costs effectively.
It's bringing a lot of added value for the support team as well as our end customers.

Gardner: Do you have any sense of what this brings? What do you get in return for this in terms of metrics of success and business benefits? How have you been able to measure how well this is performing for you?

Ouerdiane: Today, using HP Service Anywhere, the support department is much better managed. It's bringing a lot of added value for the support team as well as our end customers.

Information is systematically shared with the relevant persons, thanks to the Service Anywhere notification functionality. There's better access using any device, at anytime, from anywhere; better tracking of each incident or support request. The main benefit is the improved customer satisfaction that we felt and experienced.

Customer reaction

Gardner: Have you gotten any feedback? Do you have examples of what people tell you they like about it? How are your customers actually reacting to this new approach?


Ouerdiane: The customer no longer needs to send emails, to make calls, to get updated about the status and progress of its requests. Reports and dashboards are provided on a regular basis. Customer satisfaction is our main target and daily concern. Service Anywhere is bringing us closer.

Gardner: Given that we're here at HP Discover, have you been hearing anything about what might be coming next? What do you think you will be doing in the future to provide even better IT services and support?
Customer satisfaction is our main target and daily concern. Service Anywhere is bringing us closer.

Ouerdiane: The next release will be available soon with very important features, such as a multi-tenant feature, which we need. We'll work on the platform to add more content, to add all our customers’ content and support contacts.

Gardner: Great, I'm afraid we'll have to leave it there. We've been learning about how a Tunisian IT services provider has been using the latest in IT service management tools in the cloud deployment.

I'd like to thank our guest, Fadouda Ouerdiane, IT Projects Director at SMS and Tunisie Electronique. I'd also like to thank our audience as well for joining us for this special new style of IT discussion coming to you directly from the HP Discover 2014 Conference in Barcelona.
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We've explored solid evidence from early enterprise adopters how new cloud models and big data change everything, for IT, for business and governments, as well as for you and me. I'm Dana Gardner, Principal Analyst at Interarbor Solutions, your host for this ongoing series of HP sponsored discussions. Thanks again for listening, and come back next time.

Listen to the podcast. Find it on iTunes. Download the transcript. Sponsor: HP.

Transcript of a BriefingsDirect discussion on how one systems integrator uses ITSM tools to improve the total customer experience. Copyright Interarbor Solutions, LLC, 2005-2015. All rights reserved.

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