All regions within Cape operate it’s localised IT helpdesk system. It was important to ensure that we have a single system that everyone could rely on, measure the customer response and track the tickets that was logged globally. More importantly, we wanted to implement a global system (people, process and IT system) without additional cost to the business. This would allow the regional IT teams to work in their regular hours and operate globally!

1. Identify the different types of IT systems, competencies, process and business needs.

2. Examine overall project cost and benefit to the organisation

3. Bring together key members of the team and rationalise process, IT systems and communications to business.

4. Setup proper change management to evolve all resources into the new systems

5. Select and install the systems.

6. Migrate open tickets from existing systems to new systems

7. Communicate to business, and bring the global service desk online!

Following the tasks above, we gathered the key IT managers and deliberated at length on the processes, how to change the cultural mindset from regional to global, develop change management plans within the team and business, procure-install-operate the IT system, and run test against it!

With sufficient planning and teamwork, we could gel everyone together with a common vision and goal.

The results were positive. The regional IT teams now work together as ONE. It’s seen as a positive advantage to globalisation, and with no cost increase to the business other than the cost of the IT System (ServiceDesk Plus). All communication plans and change management plans was executed well and global travelers are supported by ONE Global IT team.

Post-implementation: At one point in time, the business was asking for 24×7 hours support. We rationalised that it could not be commercially viable due to low call volumes.