The project
ADARSA Group, an Authorised Mercedes-Benz Dealer and Workshop, currently has 13 dealerships throughout Spain, currently present in 8 provinces, and has been a leading player with over 40 years of experience in the automotive and mobility sector.
ADARSA required technical reinforcement to provide effective and adequate support to its IT environment and employees on a daily basis, as well as proactive and reactive maintenance of its systems.
The high volume of incidents reported by its internal users, combined with the maintenance activities of their internal and external support services, resulted in ADARSA's IT department spending a lot of effort on incident resolution, neglecting other operational tasks related to infrastructure improvement or digital transformation.
Meeting these technical needs, the implementation of a Managed Service is proposed, in which the members of Izertis' Managed Services Centre (C.S.G.) ensure the monitoring of their systems and provide technical expertise to guarantee optimal functioning of the technologies covered in the service, with complete assurance and peace of mind.
Challenges
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Qualitative and quantitative improvement of the resolution of user incidents -
Reduction of resolution times for incidents and requests related to the workstation -
Optimising ADARSA's IT equipment to avoid overloads -
Adaptation of policies and procedures regarding the user position -
Maintenance of a properly updated environment through monitoring panels and remote control
The solution
The service implemented by Izertis stands out for:
- Providing expertise as a specialised provider with a mature organisation, service model, management procedures, and transition model capable of delivering a high-quality service adapted to the reality demanded by ADARSA.
- Adoption of a management model capable of maintaining control and monitoring of the service through its management platform, emphasizing the importance of communicating the service status to the client through coordination, execution, and monitoring committees, supported by tools for decision-making and continuous improvement.
- Managing a tracking and relationship model that promotes communication between ADARSA personnel and the Izertis personnel involved in the service.
- Providing a flexible service capable of absorbing work peaks that may occur during service delivery and allowing adaptation to schedules and periods based on activity or new services (all of them previously evaluated and requiring formal acceptance by Izertis).
- Creating and maintaining a knowledge base (KB) that enables the quick resolution of requests through updated procedures.
- Managing improvement proposals to enhance the quality of systems, as well as ensuring service assurance.
The result
The service meets and satisfies ADARSA's needs in terms of IT security infrastructure support, with Izertis being responsible for IT user support and information systems, always under the premise of quality, continuous improvement, and compliance with ADARSA's policies and procedures.
Another key aspect of this service, which ADARSA has gained, in addition to the ability to optimise their IT resources and receive ongoing technical support from our team, is the added value that Izertis provides and proposes to the business side.