Provide an IT service management framework to replace manual and paper-based processes. The solution needs to be ITIL-certified to satisfy audit requirements.
Mechdyne’s clients are spread across industries, and focused on their core business instead of managing a helpdesk. Bob Koch, GM of the IT Services business unit of Mechdyne, explains the varying requirements of Mechdyne clients: “We encounter clients who were dealing with IT issues by answering a landline and jotting issues onto Post-it Notes for IT technicians to work on. We also see those who have built a service foundation but wish to take it to a higher level. Many know a service desk can provide more, but they just don’t know how to get there effectively. Our clients must often adhere to stringent audit requirements, and frequently have found their existing solution didn’t give them the visibility and traceability auditors look for.”
Mechdyne devised a solution to help clients transform their operations into a world-class service desk based on ITIL standards and a commitment to enabling increased productivity and efficiency. At the core of this solution is an IT Service Management tool enabling full customization and comprehensive reporting.
Be it on-site or remote support, Mechdyne looks beyond incident management and aims to communicate more effectively with business stakeholders.