Wipro TechnologiesCASE STUDY

Deutsche Asset Management improves productivity with Help Desk Management

OverviewBackgroundDeutsche Asset Management (DeAM) has deployed a geographically dispersed data platform called Global Data Hub (GDH). It required an IT help desk to centrally handle user requests, complaints, and suggestions.

SolutionThe Help Desk Management solution created by Wipro enables corporate help desk staff to analyze and resolve end user issues, improving business productivity.

Benefits Ability to modify business

processes with minimum application downtime

Real time monitoring and versions

Improved employee satisfaction

Time savings Improved communication

Associated Microsoft products Microsoft® Office Excel 2003

BackgroundDeutsche Asset Management (DeAM), a division of Deutsche Bank, is one of the largest investment management organizations worldwide. With 800 billion euros under management and more than 8,000 employees in 20 offices around the world, it has true global scale and reach. DeAM is also one of the largest retail asset managers in the Asia Pacific region where it offers a full range of local and global investment management products. The company has offices in Hong Kong, India, Korea, Singapore, Sydney and Tokyo.

SituationDeAM deployed a data platform called Global Data Hub (GDH) that includes a central database of business critical securities-related information. It is accessed through a rich reporting and user interface. GDH includes a common data platform which supports downstream applications

such as data feeds and reporting. However, the users and the GDH are geographically dispersed and the firm needed an IT help desk to centrally handle user requests, complaints, and suggestions. Furthermore, DeAM wanted a centralized solution with the ability to closely monitor the ticket generation and resolution process.

The solution needed to support the following features: Centralized creation and

management of tickets that facilitates ease of administration and tracking;

A simple, user-friendly interface to the stakeholders for generation and tracking of status and details on tickets;

A highly scalable solution that would enhance the firm’s ability to support additional applications, user locations or support team locations without significant

Deutsche Asset Management (DeAM) needed an IT help desk to centrally handle user requests, complaints, and suggestions for its Global Data Hub (GDH) platform. DeAm partner Wipro created Help Desk Management, which enables corporate help desk staff to analyze and resolve end user issues, improving business productivity. The solution enables end users to focus on

“The solution reduces cycle time for resolving service requests”Srinivasulu Kota, IT Director, DeAM

infrastructure investments and with minimal development;

Ability to track service requests across the entire user base, identify and analyze trends, and capture information/knowledge to be leveraged for future service requests.

Established Partner Relationship DeAm has an established partner relationship with Wipro Technologies and asked it to develop an application that would automate the existing business processes. Wipro Technologies has more than 20 years’ experience in IT consulting and systems integration. With 30 offices worldwide and 18,000 employees, it serves enterprise customers in Europe, Japan and the USA.

To DeAM, Wipro was the partner of choice because it could deliver a solution that supported the centralized creation and management of tickets to ease administration and tracking. In addition, the solution could be accessed through a simple, user-friendly interface.

It is highly scalable, which enhances

the company’s ability to support additional applications, user locations, or support team locations in the future without significant infrastructure investments or development effort. The ability to track service requests across the entire user base, identify and analyze trends, and capture information and knowledge to be leveraged for future service requests was crucial to DeAM.

SolutionThe Help Desk Management solution created by Wipro enables corporate help desk staff to analyze and resolve end user issues, improving business productivity. Corporate help desks in distributed enterprises need an integrated platform on which end users and help desk teams can collaborate smoothly to access applications and resolve issues. The Help Desk Management solution uses several Microsoft® Office applications, such as Excel 2003 and Word 2003, and InfoPath™ 2003, to deliver a rich, highly interactive user interface. It exploits XML technology to generate automatically renewable, customized reports.

The solution integrates the 2003 release

The Help Desk Management solution created by Wipro enables corporate help desk staff to analyze and resolve end user issues, improving business productivity

The solution uses InfoPath 2003 to access an XML-based template and enter ticket details. Employees use Word 2003 and Excel 2003 to produce self-updating, automated reports and other documentation that shows the most up-to-date information. Microsoft Office Outlook 2003 enables users to receive automatic e-mails with ticket process updates. SharePoint Portal Server 2003 is used for collaboration between users and sharing any documents and content that document, explain, and illustrate any application issues and how they can be resolved. The application is currently

.

This is the caption to the picture below This is the caption to the picture below This is the caption to the picture below

of Microsoft® Office with SQL Server™ 2000 to maintain the different iterations of a help desk ticket or other document. In addition, it integrates SharePoint Portal Server 2003 with other Microsoft Office System applications to enable help desk teams to collaborate and share information, and locate documents and content to reuse them in the future. Its centralized generation and management of tickets reduces administrative overhead and makes tracking tickets easy. As a highly scalable solution, it can easily be extended to cover additional help desk locations, applications, or user groups. Help desk staff can quickly

analyze and resolve end-user issues, improving reliability of the technological infrastructure

Contact detailsWipro TechnologiesKings Court185 Kings RoadReadingBerkshire RG1 4EXUKe-mail: steve.saxton@wipro.comwww.wipro.com

MicrosoftFor more information about Microsoft products or services contact your local Microsoft subsidiary.www.microsoft.com/office

For more informationwww.microsoft.com/office/techinfo/solutions

©2003 Microsoft Corporation. All rights reserved.This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft,  FrontPage, InfoPath, IntelliMouse, .NET, Office, the Office logo, OneNote, Outlook, PowerPoint, SharePoint, Windows, the Windows logo, Visio and Visual Studio are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.

in pilot phase at the DeAM location in the US and will go into production when the 2003 release of Microsoft Office is launched in October 2003.

BenefitsThe solution automates workflow and enables employees to modify and tweak business processes with the minimum of downtime. Real-time monitoring and versioning ensure that managers can make business decisions rapidly based on available information and examining trends. The Help Desk Management solution enables end users to stay focused on their business tasks, and expedites the resolution of any application issues. Automatic routing prevents end users from having to investigate who is the best person to handle the work. With the Help Desk Management solution, DeAm’s information workers become more productive as they experience quick resolution of help desk requests. Help desk professionals increase the effectiveness of issue resolution and end user responsiveness. This solution enhances the value of investment in software and technology by ensuring that managers use them most

effectively and profitably, saving valuable production time for both information workers and IT professionals.

Improved communicationHelp desk employees can home in on the task assigned to them without having to familiarize themselves with the details of the business processes in the background.Srinivasulu Kota, IT Director at DeAM, says: “The Help Desk Management solution will support centralized ticket generation and tracking, and will reduce cycle time for resolving service requests. It will improve communication between support teams and users, and provide them with increased visibility of ticket processing and resolution.”

Employee satisfactionManish Prasad, Microsoft Relationship Manager at Wipro Technologies, says: ”The multi-location Help Desk Management solution will greatly improve employee satisfaction by reducing turnaround time for resolving service requests by 20 to 30 per cent. It will also provide a high degree of visibility and tracking for both