DHL wins the itSMF Project of the Year award
IT Service Management Forum recognizes DHL's Global Service Desk projectBonn/Prague, 11/16/2004, 10:30 AM CET
DHL, the world's leading express and logistics company, was last week awarded Project of the Year at the annual IT Service Management Forum awards held in the UK. Against outstanding competition, DHL scooped the award for its project to create and deploy a Global Service Desk solution in support of its Global IT Services.
IT is recognized within DHL as the backbone of the business operation (for every Customer shipment there will be very many IT transactions) and the Service Desk, as the primary contact point for user interaction with IS, is critical to maintaining service levels and improving service quality and effectiveness.
The Global Service Desk project was a major undertaking for DHL, bringing together over 4,000 IT professionals across the globe. The project formed part of the DPWN STAR initiative to integrate the operations of several previously independent companies under the DHL brand.
DHL Global CIO, Stephen McGuckin initiated the project. "I am delighted DHL has won this award. The project has reinforced DHL's commitment to a process driven IT Service Management approach. Through the delivery of Global Service Desk we have demonstrated commitment across the company to drive towards common solutions, which improve the level of service to DHL and its customers," said McGuckin.
The project commenced in April 2003 and went live to the global DHL community in June 2004. A key objective was to bring all DHL organizations (former DHL, former Danzas, and former Deutsche Post Euro Express) onto a common service desk technology and a common set of global processes and working procedures. It involved a significant process re-engineering effort, tightly linked with a design and implementation phase, built around the HP OpenView ServiceDesk solution.