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Business description
Industry-owned cooperative supplying secure messaging services
and interface software to 7,000 financial institutions in 198 countries.
Business challenge
Over 7,000 financial institutions in 197 countries connect to one another through
SWIFT, exchanging millions of messages, valued in trillions of dollars, every
business day. To sharpen its focus on this core business, SWIFT wanted to
provide a common, high level of support to its internal IT users across all
geographies, through one point of contact. They also wanted to reduce their
IT support costs.
The solution
Computacenter provides SWIFT with IT helpdesk and related services within a
global three-year contract. We provide a centralised IT user support desk
in La Hulpe, Belgium, and deskside support teams in each country, which work
under the service desk’s control. The contract commits to service levels
agreed with the customer and provides coverage 24 hours a day for 1,800 users
in Europe, Asia Pacific and the USA.
The benefits
Werner Hellinckx, Head of MIS (Management of Internal Services) at SWIFT, comments, “Our
agreement with Computacenter is a move away from SWIFT’s traditional
resourcing arrangements. With the service level agreements that Computacenter
offers, we’re able to provide the same level of service globally to all
of our internal customers." Working to ITIL service management best practice,
Computacenter has both standardised and improved the level of service, while
a contractual cost reduction plan has allowed SWIFT to reduce service costs
on a year-by-year basis.
Services
Global 24x5 service desk.
First and second-level incident and problem management.
Asset management.
Request management with deskside services in Belgium, Netherlands, Hongkong
and USA.
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