From March 2016, customers of BCC use a new in-house BCC service application to handle service requests: BeeOffice Service Desk. Our solution allows efficient process management. BeeOffice Service Desk is a flexible platform to handle requests, which can be activated for instance for the needs of the company’s IT or administration department.
BeeOffice Service Desk is an original solution created by BCC, which allows the reported issues to be handled efficiently. In the application, you can register, handle and report service request statuses, as well as monitor whether the defined service time (SLA) is observed. It is a part of the BeeOffice employee self-service portal, offered to customers by BCC in the SaaS model. Apart from servicing, BeeOffice has modules supporting planning and settling of employees’ working time, settling delegations and company vehicles, handling holiday e-applications, purchase requests, office equipment register, IT license management or the company’s knowledge base, among others.
For thousands of users
From 1 March 2016, BeeOffice Service Desk is used by the service organization of the BCC Group, handling nearly 300 active contracts of BCC and 7milowy, as well as thousands of users in Poland and abroad (including among others in Spain, France, the USA, China and Argentina). Contracts handled in BeeOffice Service Desk involve a broad range of services of the BCC Group provided to customers, including among others supporting SAP systems (SAP application management, SAP administration and hosting, SAP maintenance) and other IT systems (including hosting and administration, services of backup data processing center, system and network monitoring, etc.).
An application that will bring order into each IT team
BeeOffice Service Desk is an ideal offer for IT teams that wish to enhance operational efficiency and quality of employee service in a short time. Our solution brings order and transparency in everyday work, handling user’s problems, regardless of whether we speak of an internal IT helpdesk, shared service center or a specialized IT company. A ready solution based on global standards of IT service management is available for immediate delivery in a flexible SaaS model. It is worth mentioning that BeeOffice Service Desk can be simultaneously used to handle other processes unrelated to IT. It may involve handling company vehicles, infrastructure failures at the company’s office or other administration tasks implemented by independent teams of employees of the company or suppliers.
Jakub Żurek, Account Manager, BCC
At the BCC Outsourcing Center, BeeOffice Service Desk replaced the previously used HP Service Manager. Within the project of migrating to a new service application, more than 50 thousand service requests along with the history of actions, attachments and current SLA time statuses for active requests were transferred.
For BCC’s customers BeeOffice Service Desk creates a transparent communication platform with our service organization, improving daily work of users, facilitating access to information, including quick search for a particular request and establishing its status. People responsible for the continuity and quality of IT services on the side of the customer of the BCC Group (including IT managers) are ensured with a complex tool of ongoing service contract monitoring by BeeOffice Service Desk.
In accordance with best practices
Creating BeeOffice Service Desk, we based on our experience with implementing and daily use of globally known standards defining the principles of maintenance and development of IT systems. The most important principles are ISO 27001 (Information Security Management System) and ISO 20000/ITIL (IT Service Management System). In particular, ISO 20000 defines the requirements for organizations providing IT services. The foundation of this standard is the notion of an IT service used by a given organization and provided by a dedicated team (within the organization or an external team, if the company uses IT outsourcing).
ISO 20000 is based on the code of good IT practice, so called ITIL (Information Technology Infrastructure Library), which constitutes a collection of recommendations on how to offer and implement IT services effectively and efficiently. One of the most important recommendation is organization of IT services around the Single Point of Contact (SPoC). At BCC, the Service Desk Team receives customers’ requests, and then distribute them to relevant service teams.
Other ITIL recommendations define issues related to SLA, request management and distribution (so called tickets), principles of delegating priorities and establishing request statuses, reaction times, as well as measuring customer satisfaction and reporting.
BeeOffice Service Desk handles reported problems and requests (together with descriptions and attachments), their distribution to relevant teams or people, ongoing insight into request statuses and notifications about status changes. Users can also assess the quality of the service. The solution also offers reports informing among others about reaction time and service of requests or satisfaction level.
Among other features, it is also worth listing the transparent interface of the application minimizing the need to train users, or different variants of presenting requests – depending on the specificity of work of a given service team or users’ preferences (e.g. a possibility to present SLA times cross-sectionally on the list of requests and in the details of a single request). Additionally, it is possible to prepare dashboards in accordance with the specificity of work of a given organization.
Flexible service application for every company
BeeOffice Service Desk is available in the BCC offer as an application to handle any service processes at the company, both inside the organization (e.g. IT helpdesk, Shared Service Center), as well as to communicate with external customers (e.g. BPO centers, service centers and warranty service centers). The solution is offered within the Software as a Service model in the environment of a private computing cloud based on the certified organization and safe infrastructure of BCC Data Centers. The solution, as part of the BeeOffice self-service portal, fulfills the requirements of ISO 27018, which constitutes a guarantee of safety and confidentiality of customer data (including sensitive data) stored by the application in the cloud.
BeeOffice Service Desk is available in the BCC offer as an application to handle any service processes at the company, both inside the organization (e.g. IT helpdesk, Shared Service Center), as well as to communicate with external customers (e.g. BPO centers, service centers and warranty service centers). The solution is offered within the Software as a Service model in the environment of a private computing cloud based on the certified organization and safe infrastructure of BCC Data Centers. The solution, as part of the BeeOffice self-service portal, fulfills the requirements of ISO 27018, which constitutes a guarantee of safety and confidentiality of customer data (including sensitive data) stored by the application in the cloud.