Logistics service provider - DATAGROUP

The logistics sector keeps the global economy running. The IT in the background is one of the key foundations for the global movement of goods. For companies in the industry, it is therefore of the utmost importance that IT functions smoothly - because every disruption costs valuable time and can cause chain reactions in the complex and highly interwoven processes. Large companies in the logistics sector have chosen DATAGROUP as their partner to ensure that their IT systems are strong and secure. The IT service provider is responsible for the service desk as a single point of contact for all users and for end user services for setting up and maintaining the customer's end devices.

Quick help at eye level for IT problems

In day-to-day business, DATAGROUP provides IMAC services (IMAC = Install, Move, Add and Change) for the end devices and operates the help desk for all IT-related concerns of the customer's employees. The help desk was taken over as first-generation outsourcing. This means that DATAGROUP's experts analyzed the customer's existing process environment and then took over and further developed the corresponding services based on ITIL. This includes the knowledge database, the ITSM tool, documentation and much more.

A special feature is the service level agreements (SLAs) that the customer and DATAGROUP have agreed, because: If an important part of the IT infrastructure fails, a quick response is needed to avoid immense financial damage. The Service Desk then acts as the central point of contact for IT problems and provides first-level support to resolve the problems quickly. Special tickets that cannot be resolved directly are forwarded to specialist departments within the customer company. Strict SLAs also apply to the delivery of hardware; standardized hardware, such as laptops and production systems, must be delivered within 24 hours.

Another special service is the VIP service. A dedicated DATAGROUP expert is available seven days a week for the management and their secretariats for all questions relating to IT and telephony issues. This means that IT worries can be solved quickly and unbureaucratically bypassing the helpdesk. This means that the IT workplace for top management is guaranteed at all times.

The project in figures