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Paris,
May 2nd 2005
Pfizer
GRPD wished to implement an enhanced solution in order to optimize
its internal Help Desk thus allowing the management of its data-processing
equipment and the management of user requests.
The
required solution had to propose a reliable and very innovative
tool allowing particularly:
- to take into account specificities of the service (rules of
escalation and incidents processing, workflow, etc.),
- a solution to be quickly implemented for user appropriation,
- a high availability,
- a traceability of the data and the materials,
- a top level of reliability.
The
solution Global e-line was integrated into Pfizer's intranet that
becomes accessible to the employees all over the world. Using
a specific form by type of request, Global e-line adapted quickly
to Pfizer's incidents processing. As a result, the users manage
the application requests just like a traditional internal helpdesk.
Moreover, the software manages also any requests such as support,
trouble tickets, equipments, appliances, account openings, staff
changes or audit procedures.
The
solution Global e-line allows as mission critical software hundreds
of Pfizer's internal help desk users to optimize the running of
their data-processing resources.
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