posted on October 12, 2021
CUSTOMER
SUCCESS STORY
PT ISS Indonesia Leverage BHp’s Managed IT Services and Public Cloud Services
ISS is a Multinational, worldwide company spread across 54 countries. ISS offering the best and largest Integrated Facility Service in Indonesia with service coverage of Facility Services (cleaning service, office support service, gardening & landscaping, Integrated Pest Management, building maintenance service, indoor air quality service, washroom service, portable toilets). Access Control (security services) and Catering Service. ISS Indonesia is spread over 150 cities, 9 major cities including Jakarta, Bandung, Semarang, Surabaya, Denpasar, Medan, Batam, Pekanbaru, Balikpapan and Makassar. With more than 50.000 employees spreading across the archipelago.
Business Challenge
Organizations in the Facility Services industry play a vital role in ensuring that the security, reliability, and cost of energy are managed to benefit ISS Indonesia families and businesses. In turn, there is a strong dependency on their IT departments to enable users to perform daily tasks.
With ISS Indonesia Management’s direction to focus on core business model, organization restructuring model needed in ISS Indonesia to replaced in-house IT division and change to Managed Services solutions to manage their technology. This allows ease of management for example, the changes from multivendor payments to single vendor payments allow for easier coordination, payments, and troubleshooting.
Delivering IT Managed Services is a Complex Business
BHp proposed a fully “Managed IT Services and Public Cloud Services” solution which offers a multi-layered approach to service, delivering a 24/7 Helpdesk facility for a single point of contact for any support request, a Technical Back-office team actively monitoring and remediating any alerts that may arise, and a Professional Services team for all onsite needs.
All requests or alerts are managed end-to-end, including third-party management through to resolution and within defined service levels. This ownership of incidents allows ISS Indonesia to concentrate on developing their own business rather than having to worry about maintaining IT systems.
Starting with the ISS Indonesia requirement, there are several services contain on Managed Services:
- Supporting L1 – L3
- Technical Services,
- Email Services,
- Public Cloud IaaS
- Modern Data Center Services
- IP Telephony Services
- Multimedia Services (Sound System, Projector)
- Multi-Purpose Printer
- Network Operation Center
- Manage ISS IT Security & Compliance,
- SLAs and incidents
along with projects and advisory services. Additionally, there is supply chain management, provisioning, and hosting to delivery end-to-end services.
“Excellence in customer service is key to this, and meeting the Service Level Agreement (SLA) is only the start. We need to blend cloud and on-premises elements while managing the whole of the IT infrastructure lifecycle for customers.”
IT Outcome
In working with BHp Managed Services Solutions, the ISS Indonesia was able to make more efficient use of technology in a way that is better aligned with their goals. BHp Managed Services Solutions maintains ongoing strategic conversations and engagement with the ISS global shared services located in Copenhagen, Denmark, to help them continue leveraging technology and bettering the organization’s technology usage.
BHp continues to support and maintain the ISS Indonesia environment, its 12 remote office locations and the organization’s technology with its Managed IT Services.
Ask the Expert
to Answer Your Question
