Our client had purchased a new, commercial Service Desk product to replace their home-grown system, but did not have the resources available to manage and execute an effective implementation. The software had been sitting on the shelf for several months. A key business driver was the need to implement and enforce service levels within the IS department.

• Resource constraints within the Information Services department
• Customizations needed to the commercial software

The Kelso Group provided project management and technical resources to implement the product and customize it to the client's environment. We worked with the product vendor to arrange for training and education for the entire IS staff, and created custom documentation for both IS and business users of the product. We also assisted in defining and describing service levels for the department, and implemented the enforcement of those levels within the product.

The client experienced a quick and smooth transition to their new service desk tool. Productivity, service level management, and reporting were greatly improved as a result. While ITIL compliance was not a requirement for this project, great strides were made towards that long-term goal.