Through the consumerisation of IT, enterprises have seen a significant shift in their staff’s expectation of the end user computing capabilities and services available to them. In addition to the challenge of managing existing end user equipment, new devices and applications are entering the workplace at an accelerated rate. Employees expect flexibility, speed and the ability to access enterprise services and content from any device.
If not managed effectively, this can lead to disruption, incompatibility, poor integration, increased service complexity, a degraded user experience and the introduction of additional vulnerability and risk.
Organisations have a lot to gain in terms of productivity by supporting their staff’s new requirements, enabling them and ultimately enabling the business. The challenge is to embrace this disruption while rigorously maintaining governance and security in a cost effective way.
Gijima recognises that businesses are primarily enabled by people, who utilise various technologies and other assets to be more productive, efficient and innovative, so as to better serve their customers.
Consequently Gijima views its role as technology partner to be one of continuous improvement of the user technology experience to unlock higher levels of productivity whilst lowering the cost of IT services, reducing risk and improving service visibility and management of the environment.
Gijima’s “Managed Workplace” outsource solution enables the standardisation of managing and supporting a heterogeneous end user computing environment. It is focused on enabling, monitoring, managing and supporting all end users in the following areas:
· support for computers and mobile devices
· enterprise and personal content across devices
· user Apps on various operating systems
· multiple forms of unified communication
· fully managed print service from any device
Gijima’s “Managed Workplace” solution is designed to better equip IT users and ultimately business to leverage new technologies, new business models and process innovation. The solution is underpinned by multiple service channels and mature ITIL processes that have developed in Gijima’s end user computing business over many years.
Gijima has also invested in a suite of innovative mobile solutions to enrich service delivery to our clients, which enable the feedback of near real time customer satisfaction information to continually improve our service delivery.
To facilitate self-help, Gijima has introduced an end user self-help IT application called g-Mo that is available on all end user devices. g-Mo provides users with contextualised and guided self-help associated with commonly encountered hardware and software issues (Outlook issues, password reset, network availability etc). The adoption of g-Mo empowers users to solve device and application issues without the support of service desk or field services personnel.
g-Mo provides an intuitive, flexible on-device application that enables end users to:
· manage the entire lifecycle of their services, from definition through to closure and measurement
· handle all requests in a consistent format suitable for standardisation and automation through a single self-help application
· improve user satisfaction with IT through greater transparency and better expectation management
ResolveIT is a mobile App that enables field service engineers to work through and resolve service requests that are electronically delivered to their mobile devices. Service level timers and alerts ensure that service teams focus on the correct priorities and are empowered to exceed client expectations. Having all the key information on hand ensures proper planning and preparation for successful resolution of the tasks assigned. ResolveIT enables service engineers to update the key information and allows the customer to rate the service experience before signing off completion in the App. This information feeds into the C-Sat solution and gives service leaders near real time visibility of service status and customer satisfaction levels. Initial case studies have indicated that the deployment of ResolveIT has influenced productivity improvements of up to 85% while significantly improving customer satisfaction. ResolveIT integrates with leading service management toolsets including BMC Remedy and CA Unicenter to ensure a holistic service management solution.
Customer satisfaction is central to all service delivery initiatives undertaken by Gijima.
Gijima’s Customer Satisfaction reporting App is developed to give access to and a view of customer satisfaction data at any point in time on the level of service being received throughout your supported environment.
CSAT data is currently presented in geo-location / map format allowing for a visual representation of data that is easy to interpret in a minimal amount of time. Pins indicate where your sites are located with green, yellow and red colour coded overlays indicating the aggregated CSAT ratings at the site. The size of the overlay circle indicates the number of incidents or requests resolved within the past period. Drill downs into individual incidents and requests are available per region, per site and per business unit. In this way each instance of dissatisfaction can be viewed and acted on by the service support and contract manager/s.