LKAB is Europe’s largest iron ore producer, with 4,200 employees in 13 countries. The company, which is wholly owned by the Swedish state, has launched the largest industrial innovation effort in the Nordics, with the goal of making its mines carbon-dioxide-free, digitalized and autonomous.
New trends in Service Desk Management
The trend of moving IT service and support offshore is being reversed. Service Desks are returning on-premises, in order to bring domain expertise back into IT service and support. One important reason, is the fact that modern IT organizations consume services from many service providers and vendors. A single point of contact coordinating all these services becomes increasingly important. Service Desk specialist providers manage and monitor the organization’s multiple vendor services and agreements, and thereby enable continuous improvement.
A business enabling Service Desk
LKAB wanted a new type of Service Desk – one that could look beyond the existing ethos of resolving issues by also functioning as a proactive business enabler, in line with the company’s digital transformation. An immediate challenge was to improve control over the multi-vendor performance and the reporting of Service Level Agreements (SLAs). LKAB required a solution that would remove the silos of vendor responsibility to ensure all IT queries were handled promptly. The company’s existing IT Service Desk could not provide the required transparency or cater for the Service Desk needs of the different divisions around the world. LKAB, however, did not want to take on the risk of building and staffing a new Service Desk to meet their requirements. In 2014 they issued a public tender for Service Desk Management.
A new user-centric ITIL Service Desk
We approached the challenge from the viewpoint of future needs, i.e., the mining company’s processes and procedures and the key Service Desk requirements. This resulted in:
- A fully manned on-premises Service Desk that handles support via phone, e-mail or digital interface.
- An agile service that supports infrastructure, vendor and SLA changes. Fully-automated SLA reporting.
- Full compliancy with existing and soon to be enforced regulations, such as GDPR.
- One Service Desk for the all markets and divisions.
In 2015 we launched the new ITIL Service Desk. In total eight people man the desk, which is open between 6am and 6pm. All services, manuals and interfaces are available in Swedish or English.
Fully transparent Service Desk operations
LKAB now has full transparency over the Service Desk activities of its IT vendors. All SLA reports are stored securely and can be accessed by authorized LKAB staff. New SLAs can be easily added to cope with changing conditions and vendor contracts. Additionally, data such as Standard Operation Procedures (SOPs), troubleshooting guides, knowledge articles and previous query requests have all been transferred from the legacy system to the new platform. And as for vendors, they have more time to focus on high priority projects as the Service Desk team handles most routine enquiries. Furthermore, vendors also now share more information with staff at LKAB and with other vendor partners to support a more transparent process.
What the customer says
“One year after deployment we carried out an in-depth evaluation of the new Service Desk. LKAB employees around the world were asked to rank the performance of Data Ductus according to a number of key criteria including response times and resolution times, and feedback to end users regarding progress. The Service Desk team received very good scores. Essentially, people are very happy with the new service. Data Ductus is a transparent company, providing us with a transparent service, which is exactly what we wanted.”
Head of IT-Operations Rory Wikman, LKAB, Kiruna.
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Photo by Kiruna kommun