Case study

Service Desk Management Pays off for Insurance Firm

ITSM
Participating Company: 
Ptak, Noel & Associates LLC
Participating Analyst: 
Richard Ptak

This international, enterprise and business focused insurance firm delivers a full range of benefit packages that include disability, long term care, life and voluntary insurance products. The demands on the IT operations staff had led the firm to outsource service desk and delivery tasks to a third party. The outsource firm collected and maintained all control of data relating to providing standardized services. The IT department was convinced they could provide more services at greater efficiencies by bringing the responsibility for data and service delivery -house. The internal IT staff determined that in order to do their job most effectively they needed control of and responsibility for a specific set of functions.