Case Study: Peel Ports achieves efficient 24/7 Service Desk support with Getronics

Providing an Efficient and Effective Service Desk for Britain’s Second Largest Group of Ports

Peel Ports, Britain’s second largest group of ports, needed an IT provider to establish a mature Service Desk capable of supporting around 1,200 calls per month and their wider change ambitions. Through a tender process, Peel Ports chose Getronics for its proven service methodology, ITIL accreditations, and Service Desk expertise.

Getronics implemented a 24/7 Service Desk using Service-Now, giving users a portal to log, track, and escalate calls while improving efficiency through workflow templates and automated approvals. The solution also brought strong major incident and problem management processes, and Peel Ports now benefit from an efficient, effective round-the-clock support service.

Peel Ports