Rupesh Nain, JCB India
Sep 14th 2015
Digital Innovation Strategy
JCB IT discussed with its business stakeholders the challenges they face and their expectations from the company’s IT service management team for bringing great customer experience. Based on the inputs and following industry best practices, the ITServ@JCB project was created and executed. Under the project, JCB India is committed to support and fulfil all types of IT related business needs for the end users in an optimal way.
The project is based on ITIL (Information Technology Infrastructure Library) framework and deployed an IT service management tool. A centralized service desk has been established at the company’s headquarters for a pan-India IT support. The scope of this project includes service desk, end user computing services, data center services, network services, asset management, security management, and analytics.
An emergency response team (ERT) has also been established to respond to any emergency incident reported by its customers, resulting in an interruption to business operations. For security compliance, the company does its threat monitoring and remediation by deploying threat sensor appliances. All IT requests are tracked till the final delivery of service, bringing in a lot of transparency in the system. All configurations changes are handled through change management so that these can be tracked easily for troubleshooting. Knowledge management has created a repository of know-how and the system has become less dependent upon specific resource for solving user issues.