Description
This initiative is driven by the need to streamline and unify ticketing workflows across departments, ensuring scalability, efficiency, and collaboration without sacrificing individual department needs. Daniel initiated the effort to avoid fragmentation, enhance data sharing, and enable long-term IT support while maintaining competitiveness.
Goals & Objectives:
Unified Solution: Implement a unified ticketing platform that accommodates tailored workflows but benefits from shared data, integrations, and robust support.
Avoiding Risks of Division: Address the potential risks of fragmentation, inefficiency, and complicated collaboration that arise from individual departmental silos.
Collaborative Decision-Making: Establish a collaborative, fact-based decision-making process, fostering open-mindedness and respect for diverse opinions.
Cross-Nordic Task Force Creation: Form a Cross-Nordic Task Force comprising key stakeholders from various departments and Nordic regions to guide the platform selection process.
Platform Evaluation: Evaluate the current platforms (C2 and ServiceNow) against alternatives like Zendesk, Freshworks, and JIRA to find the best-fit solution.
Departmental Insights: Incorporate feedback from various departments, including suggestions from Viktor (Customer 1st) and Ira (ServiceNow benefits), to ensure the platform meets diverse needs.
Task Force Focus Areas:
Discovery Sessions: Map current needs and workflows.
Brainstorming: Explore platform possibilities aligned with the company’s broader goals.
Cross-Functional Collaboration: Involve representatives from logistics, sales, and other key areas to ensure a comprehensive evaluation.
Epics (0)
No epics linked to this initiative.