By separating the licensing work and initial setup tasks, we were able to provide the customer with the license by the agreed deadline!
We would like to introduce a case study on the implementation of a "Product/System Help Desk" for a system integrator. The company is about to start selling security products (software) and was looking for a help desk that could operate 24/7 and handle license issuance. As a result of the implementation, they were able to establish a help desk at a low cost by utilizing the existing 24/7 help desk system. [Case Overview] ■ Background of Implementation - Looking for a help desk that can operate 24/7 and handle license issuance. ■ Implementation Effects - Security engineers can now focus on more advanced tasks such as alert analysis, investigation, and building security environments for new customers. *For more details, please download the PDF or feel free to contact us.
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【Help Desk Overview】 ■Structure: Shared operators of our company ■Hours: 24 hours a day, 365 days a year ■Number of cases handled: 50 cases/month ■Support target: Security products (software) ■Work details ・Reception support (issue inquiry number and confirm inquiry details) ・License work (issue new licenses, renew periods, add/delete license numbers, license termination) ・Initial setup work (initial setup of monitoring servers and initial registration of monitored devices) ・Escalation support (escalate to related departments and responsible persons) ・Incident management (manage inquiries from open to close) ・Reporting (report help desk activities in monthly reports) *For more details, please download the PDF or feel free to contact us.
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For more details, please download the PDF or feel free to contact us.
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Company information
Our company provides IT services such as selecting and building IT products suitable for our client companies, as well as operation and maintenance services. We protect our clients' IT infrastructure with high-quality services that are "reliable, safe, and comfortable," and we aim to be a business partner that continues to provide an IT environment where our clients' employees can focus on their core business.
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