TechTeam Global, Inc., a worldwide provider of IT outsourcing and business process outsourcing services, has announced that it is implementing an advanced Information Technology Infrastructure Library (ITIL) - based toolset for Joy Global Inc. as a part of the two companies' long-standing outsourced services relationship.
The relationship between Tech Team and Joy Global, (the worldwide leader in high-productivity mining solutions), started in 2004. The agreement included providing Service Desk support for approximately 4,000 end users.
This number has increased and today, TechTeam provides Service Desk support to approximately 6,000 Joy Global users across North America, South America, Australia and the Europe/Middle East/Africa (EMEA) region.
TechTeam also provides Joy Global's North American locations with desktop management, including procurement, deployment, desk-side support and asset tracking.
To further enhance Service Delivery and assist Joy Global progress its ITIL adoption throughout the company, TechTeam is performing a global implementation of CA's Service Desk Manager, which supports key ITIL processes including Incident, Service Request, Problem, Change, and Configuration Management.