100,000 usuarios unidos a través de un portal de autoservicio que simplifica la gestión de incidentes
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Open Source is definitely a priority for Airbus. Staying competitive means working quicker and increasing productivity.
To increase motivation and efficiency among the teams, the Airbus Aircraft division decided to consolidate its ITSM tools into one user-centric solution. Due to its rich features and customization capacities, Liferay’s technology was selected for deploying the self-service portal to 100,000 users (engineering, program, etc.). The aim is to make users less dependent on IT support and reduce the number of emails and calls received by the Service Desk.
The portal was soon utilized by many, with 290,000 visits and 2,200,000 page views in ten months, with a peak of 18,000 page views per day. With approximately 1,200 incidents created per day on the portal, the Service Desk now manages 30% less incidents, which facilitates better cost control and enables incidents to be resolved quicker.
A mobile app has also been developed. This app offers the same features and personalized services as the portal.
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La transparencia, la colaboración, el intercambio y el empoderamiento están en el corazón de nuestra filosofía de Código Abierto. Adoptar la “Forma de Trabajo Abierta” se trata de centrar nuestra actividad empresarial en el usuario y desarrollar rápidamente soluciones innovadoras y escalables.
Nicolas Fanjeau
Gerente de Tecnología de la Información
Key Features
Base de conocimientos, gestión de incidencias, seguimiento de solicitudes, alertas
Retos
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Ofrecer a los usuarios una experiencia centrada en el usuario
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• Combinar aproximadamente 15 herramientas de ITSM en una sola solución
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• Hacer que los usuarios sean menos dependientes del Service Desk para la gestión de incidentes
Resultados
Incremento de la Productividad
Gracias a la autonomía que el portal ofrece a los usuarios
Autoservicio eficiente
+30% de incidencias creadas a través del portal +300 plantillas listas para usar
Control de costos
Disminución del 30% en el número de incidentes para el Service Desk
Gran uso del Portal
290.000 visitas y 2.200.000 páginas vistas en 10 meses