Now we have signed an interim SOW with our Helpdesk and EUC support provider (HCL), we’re undertaking a 4-week discovery phase to build the full scope of the services they will be delivering to Elanco. HCL will be providing support as a Helpdesk, but also for devices, mobility, print and many other Workplace services. Whilst they will not supporting our whole landscape of services, they will be working closely with our other vendors to ensure that tickets are routed to the right group for resolution.
We’re a week into the discovery process and HCL continue to impress with their quick response and their attention to detail. Last week concentrated on bringing them up to speed with understanding the waves of change occurring at each stage of the transition up until end of 2020, and walking through the configuration of some of our Microsoft products.