{"id":16455,"date":"2019-06-27T17:05:22","date_gmt":"2019-06-27T16:05:22","guid":{"rendered":"https:\/\/stage.dataductus.com\/?post_type=cases&#038;p=16455"},"modified":"2024-10-31T18:27:45","modified_gmt":"2024-10-31T17:27:45","slug":"lkabs-nya-globala-itil-service-desk-med-full-transparens","status":"publish","type":"cases","link":"https:\/\/ductus.global\/sv\/cases\/lkabs-nya-globala-itil-service-desk-med-full-transparens\/","title":{"rendered":"LKAB:s nya globala ITIL Service Desk med full transparens"},"content":{"rendered":"\n<section id=\"slider-banner-block_3f48b93854a32ae68bf3c1aaa7fd6c8a\" class=\"slider-banner-block alignfull loading\" style=\"height: 700px\" data-type=\"carousel\" data-frequence=\"8000\" data-speed=\"1000\">\n    <div class=\"banner-static-content\">\n\t\t        <ul>\n\t\t\t        <\/ul>\n    <\/div>\n    <div class=\"banner-container slide-left\" style=\"width: 100%\">\n\n\t\t\n                <div id=\"sub_block_3f48b93854a32ae68bf3c1aaa7fd6c8a_0\" class=\"inner  small-text-block text-block-align-left has-fixed-align \" data-item=\"0\" style=\"max-width: 100%; width: 100%\">\n                    <div id=\"image_block_3f48b93854a32ae68bf3c1aaa7fd6c8a_0\" class=\"background-image\" role=\"img\"  aria-label=\"flygbild-presentation\"  style=\"background-image:url(https:\/\/ductus.global\/wp-content\/uploads\/2021\/09\/flygbild-presentation.jpeg); background-position: 50% 50%\">\n\t\t\t\t\t\t                    <\/div>\n                    <div id=\"background_color_block_3f48b93854a32ae68bf3c1aaa7fd6c8a_0\" style=\"opacity: 0.62\" class=\"overlay-color has-background has-ductus-blue-background-color\"><\/div>\n                    <div id=\"content_block_3f48b93854a32ae68bf3c1aaa7fd6c8a_0\" style=\" max-width: 700px; background-color:transparent\" class=\"inner-content has-text-align-left\">\n\t\t\t\t\t\t\n\n\n                            <h1 class=\"hero-title has-text-color has-ductus-white-color\" >LKAB:s nya globala ITIL Service Desk med full transparens<\/h1>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"hero-text has-text-color has-ductus-white-color\">CASE STUDY<\/p>\t\t\t\t\t\t\n                                                                        <div class=\"background-block-mobile \" style=\"opacity: 1\"><\/div>\n                        <div class=\"background-block has-background\" style=\"opacity: 1\"><\/div>\n                    <\/div>\n                <\/div>\n\n\t\t\t    <\/div>\n<\/section>\n\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-spacer\" style=\"height: 30px\"><\/div>\n\n\n<p class=\"intro-text has-preamble-font-size\"><meta charset=\"utf-8\">LKAB \u00e4r mitt inne i en revolutionerande f\u00f6r\u00e4ndringsfas med m\u00e5ls\u00e4ttningen att g\u00f6ra sina gruvor koldioxidfria, digitaliserade och <a href=\"https:\/\/www.lkab.com\/en\/about-lkab\/technological-and-process-development\/research-collaborations\/new-world-standard-for-sustainable-mining\/\" target=\"_blank\" rel=\"noreferrer noopener\">sj\u00e4lvst\u00e4ndiga<\/a>. F\u00f6r att st\u00f6dja detta arbete utvecklade vi en global ITIL Service Desk med en integrerad CMDB.<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group alignfull case-study-short has-d-mocha-light-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-i-korthet\"><span style=\"color:#06415b\" class=\"tadv-color\">I korthet<\/span><\/h3>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading has-ductus-orange-color has-text-color\" id=\"h-utmaning\">UTMANING\u202f<\/h5>\n\n\n\n<p>Att st\u00f6dja LKAB:s omvandling genom att skapa en Service Desk som blir en samlad kontaktpunkt som tillhandah\u00e5ller IT-st\u00f6d f\u00f6r b\u00e5de hemmamarknaden och bolagets globala filialer. Detta omfattade \u00e4ven att m\u00f6jligg\u00f6ra automatiserade helpdesk-tj\u00e4nster och f\u00f6rb\u00e4ttra leverant\u00f6rernas prestationer och svarstider.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading has-ductus-turquoise-color has-text-color\" id=\"h-losning\">L\u00d6SNING<\/h5>\n\n\n\n<p>En lokal ITIL Service Desk med integrerad CMDB (configuration management database) som st\u00f6djer kontinuerlig automatisering genom n\u00e4ra integrering med bolagets centrala infrastrukturtj\u00e4nster. Det h\u00e4r g\u00f6r att allt fler problem kan \u00e5tg\u00e4rdas med minimal anstr\u00e4ngning, och m\u00f6jligg\u00f6r dessutom f\u00f6rebyggande \u00e5tg\u00e4rder.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading has-ductus-turquoise-color has-text-color\" id=\"h-sa-gjorde-vi\">S\u00c5 GJORDE VI<\/h5>\n\n\n\n<p>I n\u00e4ra samarbete med LKAB:s IT-avdelning definierade vi kravbilden f\u00f6r deras nya Service Desk, s\u00e5 att den l\u00e5g i linje med bolagets digitaliseringsm\u00e5l. Vi ersatte sedan de befintliga \u00e4ldre systemen med en smidig och central l\u00f6sning f\u00f6r hela koncernen.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading has-ductus-brightblue-color has-text-color\" id=\"h-fordelar\">F\u00d6RDELAR<\/h5>\n\n\n\n<p>LKAB har nu en Service Desk p\u00e5 plats som \u00e4r anpassad efter bolagets digitaliseringsm\u00e5l. Support\u00e4renden hanteras inte bara snabbt, vi har \u00e4ven skapat en plattform som \u00e4r anpassad f\u00f6r kontinuerligt f\u00f6rb\u00e4ttringsarbete och automatisering.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading has-ductus-darkblue-color has-text-color\" id=\"h-om-kunden\">OM KUNDEN<\/h5>\n\n\n\n<p>LKAB \u00e4r Europas st\u00f6rsta j\u00e4rnmalmsproducent med 4200 anst\u00e4llda i 13 l\u00e4nder. F\u00f6retaget \u00e4gs till 100 procent av svenska staten och har lanserat Nordens st\u00f6rsta industriella innovationsprojekt n\u00e5gonsin, med m\u00e5let att g\u00f6ra gruvorna koldioxidfria, digitaliserade och <a href=\"https:\/\/www.lkab.com\/en\/about-lkab\/technological-and-process-development\/research-collaborations\/new-world-standard-for-sustainable-mining\/\">sj\u00e4lvst\u00e4ndiga<\/a>.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-nya-trender-inom-service-desk-management\">Nya trender inom Service Desk Management<\/h3>\n\n\n\n<p>Den tidigare trenden att f\u00f6retag flyttar support och IT-tj\u00e4nster utomlands h\u00e5ller p\u00e5 att v\u00e4nda. Supporten flyttas hem igen f\u00f6r att st\u00e4rkas av den lokala dom\u00e4nexpertisen. Ett viktigt sk\u00e4l till den h\u00e4r utvecklingen \u00e4r att moderna IT-organisationer anv\u00e4nder tj\u00e4nster fr\u00e5n s\u00e5 m\u00e5nga olika leverant\u00f6rer. En enda kontaktpunkt som samordnar alla dessa tj\u00e4nster blir allt mer angel\u00e4get. Leverant\u00f6rer som specialiserar sig p\u00e5 Service Desk hanterar och \u00f6vervakar organisationens alla tj\u00e4nste- och leverant\u00f6rsavtal och m\u00f6jligg\u00f6r d\u00e4rmed kontinuerligt f\u00f6rb\u00e4ttringsarbete.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-en-affarsgenererande-service-desk\">En aff\u00e4rsgenererande Service Desk<\/h3>\n\n\n\n<p>LKAB ville ha en ny typ av Service Desk som inte bara l\u00f6ser problem utan \u00e4ven fungerar som en proaktiv aff\u00e4rsgenerator, vilket ligger i linje med f\u00f6retagets digitala transformation. En omedelbar utmaning var att st\u00e4rka kontrollen \u00f6ver leverant\u00f6rernas prestationer och inrapporteringen av SLA:er (service level agreements). LKAB beh\u00f6vde en l\u00f6sning som skulle ta bort leverant\u00f6rssilon f\u00f6r att s\u00e4kerst\u00e4lla att alla IT-\u00e4renden hanterades snabbt. F\u00f6retagets befintliga Service Desk f\u00f6r IT kunde inte tillhandah\u00e5lla den transparens som kr\u00e4vs eller tillgodose Service Desk-behoven hos de olika filialerna runt om i v\u00e4rlden. LKAB ville dock inte ta risken att sj\u00e4lva bygga och bemanna en ny Service Desk som kunde m\u00f6ta deras krav. 2014 gjorde de d\u00e4rf\u00f6r en offentlig upphandling av Service Desk Management.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-en-ny-anvandarcentrerad-itil-service-desk\">En ny anv\u00e4ndarcentrerad ITIL Service Desk<\/h3>\n\n\n\n<p>Vi tog oss an utmaningen med bolagets framtida behov som ledstj\u00e4rna, det vill s\u00e4ga LKAB:s processer och arbetss\u00e4tt och de viktigaste Service Desk-kraven. Detta resulterade i:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>En gener\u00f6st bemannad lokal servicedesk som ger support via telefon, e-post och olika digitala gr\u00e4nssnitt.<\/li>\n\n\n\n<li>En agil tj\u00e4nst som st\u00f6djer f\u00f6r\u00e4ndringar i infrastruktur, leverant\u00f6rsbyten och nya SLA:er. Helautomatisk SLA-rapportering.<\/li>\n\n\n\n<li>Helt anpassad till b\u00e5de befintliga och kommande regelverk, s\u00e5som GDPR.<\/li>\n\n\n\n<li>En Service Desk f\u00f6r alla marknader och filialer.<\/li>\n<\/ul>\n\n\n\n<p>Vi lanserade LKAB:s nya ITIL Service Desk 2015. Totalt bemannas den av \u00e5tta personer och \u00e4r \u00f6ppet 06.00-18.00. Alla tj\u00e4nster, manualer och gr\u00e4nssnitt finns b\u00e5de p\u00e5 svenska och engelska.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-service-desk-med-full-transparens\">Service Desk med full transparens<\/h3>\n\n\n\n<p>LKAB har nu full insyn i Service Desk-processerna hos sina IT-leverant\u00f6rer. Alla SLA-rapporter lagras s\u00e4kert och kan enkelt n\u00e5s av auktoriserad LKAB-personal. Nya SLA:er kan snabbt l\u00e4ggas till vid f\u00f6r\u00e4ndrade villkor och leverant\u00f6rskontrakt. Dessutom har viktig information som SOP:er (standard operation procedures), fels\u00f6kningsguider, manualer, artiklar och tidigare l\u00f6sta \u00e4renden \u00f6verf\u00f6rts fr\u00e5n det \u00e4ldre systemet till den nya plattformen. F\u00f6r leverant\u00f6rerna inneb\u00e4r det h\u00e4r att de har mer tid att fokusera p\u00e5 h\u00f6gprioriterade \u00e4renden, eftersom Service Desk-teamet hanterar de flesta rutin\u00e4rendena. Dessutom delar leverant\u00f6rer nu mer information med personalen p\u00e5 LKAB och med andra leverant\u00f6rspartners vilket ger en mer transparent process. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-kundens-omdome-nbsp\">Kundens omd\u00f6me&nbsp;<\/h3>\n\n\n\n<p><em>\u201dEtt \u00e5r efter lanseringen genomf\u00f6rde vi en noggrann utv\u00e4rdering av v\u00e5r nya Service Desk. LKAB-anst\u00e4llda \u00f6ver hela v\u00e4rlden fick betygs\u00e4tta Ductus prestationer enligt vissa nyckeltal s\u00e5som svarstider och genomsnittstid f\u00f6r probleml\u00f6sning, och ge feedback till slutanv\u00e4ndarna ang\u00e5ende f\u00f6rb\u00e4ttringar. Service Desk-teamet fick mycket h\u00f6ga po\u00e4ng. Sammanfattningsvis \u00e4r man mycket n\u00f6jda med den nya tj\u00e4nsten. Ductus \u00e4r ett transparent f\u00f6retag som ger oss en transparent tj\u00e4nst, vilket \u00e4r precis vad vi ville ha.\u201d<\/em><br>Head of IT-Operations Rory&nbsp;Wikman, LKAB, Kiruna.\u202f&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-hur-kan-vi-hjalpa-dig\">Hur kan vi hj\u00e4lpa dig?<\/h3>\n\n\n\n<p>Beh\u00f6ver du hj\u00e4lp med att f\u00f6rb\u00e4ttra din IT Service Desk? L\u00e4s mer om vad vi erbjuder inom <a href=\"\/servicedesk\/\">Service Desk och IT Service Management<\/a> och kontakta oss redan idag<\/p>\n\n\n\n<p><em>Photo by Kiruna kommun<\/em><\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"cta-button wp-block-button ductus-cta-block aligncenter\">\n\t<div class=\"wp-block-button\"><a href=\"https:\/\/ductus.global\/formpage?d=Zm9ybT0yJnRpdGxlJmJ1dHRvbl90ZXh0PUdldCBpbiB0b3VjaCZidXR0b25fY2xhc3M9aGFzLWR1Y3R1cy1ncmVlbi1iYWNrZ3JvdW5kLWNvbG9yIG1kJnJlY2lwaWVudF9lbWFpbD1hbWluLmdob2xpaGFAZHVjdHVzLnNlJnJlc3BvbnNpYmxlJnJlZGlyZWN0X3VybCZzZW5kX3VybD1odHRwczovL2R1Y3R1cy5nbG9iYWwvc3Yvd3AtanNvbi93cC92Mi9jYXNlcy8xNjQ1NS8mcmVnaW9uPUxLQUI6cyBueWEgZ2xvYmFsYSBJVElMIFNlcnZpY2UgRGVzayBtZWQgZnVsbCB0cmFuc3BhcmVucw==\" role=\"button\" title=\"Get in touch\" target=\"_blank\" class=\"ductus-btn-angle has-ductus-green-background-color md\"  data-gtmtrack=\"true\" data-trackelement=\"form-button\" 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style=\"height:150px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>LKAB \u00e4r mitt inne i en revolutionerande f\u00f6r\u00e4ndringsfas med m\u00e5ls\u00e4ttningen att g\u00f6ra sina gruvor koldioxidfria, digitaliserade och sj\u00e4lvst\u00e4ndiga. F\u00f6r att st\u00f6dja detta arbete utvecklade vi en global ITIL Service Desk med en integrerad CMDB. I korthet UTMANING\u202f Att st\u00f6dja LKAB:s omvandling genom att skapa en Service Desk som blir en samlad kontaktpunkt som tillhandah\u00e5ller IT-st\u00f6d [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":16456,"parent":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[4174,4178],"tags":[4262],"class_list":["post-16455","cases","type-cases","status-publish","has-post-thumbnail","hentry","category-case_studies-sv","category-case-studies-it-services","tag-servicedesk"],"acf":[],"_links":{"self":[{"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/cases\/16455","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/cases"}],"about":[{"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/types\/cases"}],"author":[{"embeddable":true,"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/comments?post=16455"}],"version-history":[{"count":2,"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/cases\/16455\/revisions"}],"predecessor-version":[{"id":32594,"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/cases\/16455\/revisions\/32594"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/media\/16456"}],"wp:attachment":[{"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/media?parent=16455"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/categories?post=16455"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ductus.global\/sv\/wp-json\/wp\/v2\/tags?post=16455"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}