BEFORE• No service desk workflow in place• Constantly consulting ITSM/ITIL specialists• No way to track service or response time

AFTER• All issues captured in the system • Able to analyze service efficiency in real time • Complete audit trail for service requests

Sporting goodS Manufacturer optiMized it Service operationSLiNingCompanyisoneoftheleadingsportsbrandcompaniesinChina,providing

sportinggoodsforprofessionalandleisurepurposesworldwide.Headquarteredin

Beijing,theLiNingCompany’sITOperationsareresponsibleforfront-lineandback-end

ITsupportformultipledepartmentsandorganizations.

ITOperationsneededautomatedtoolstotrackandmanagesupportservice,improve

responsetimesandmeasureeffectiveness.Li-NingCompanyhas30fulltimeemployees

and30contractors,butdidnothaveaneffectiveplatformtomonitorperformanceof

supportpersonnelormeasureefficiencyinservices.Developingaservicedeskworkflow

systemandmanagingsupportperformancewasapriority.

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“Autotaskhasmadeitpossibleforustomeasureourownefficiencyandusersatisfactionobjectively.”

JiaoDaming,ITOperationsManagersaid“Itwasveryeasytogetstarted.Allwehadtodowastomakesomesimpleconfigurationsandimportourdataandourservicedeskcasemanagementrequirementsweremet.Wedidn’thavetodevelopanythingbyourselves.”

AutotaskprovidedLiNingCompanyanadvancedsetofautomatedescalationandworkflowtoolsthatenabledthemtoestablish,trackandmanageserviceandsupportstandards.

“ItformalizedandsolidifiedourservicedeskmanagementprocessesandBestPractices;thereisnoneedforustodevelopasystemortomaintaintheplatform.”