Allianz – Regional Service Desk Transformation
Client
Allianz
Sector
Managed IT Services
Project duration
Transition completed in 4 months
Allianz engaged CFT to rebuild a regional CEE Service Desk model covering infrastructure and business systems, replacing an outsourced black-box arrangement with a transparent and controllable operating model.
CFT designed the service from the ground up using a proprietary service-sizing approach based on actual demand volumes and clearly defined SLAs. The transition included recruitment and training, structured processes for recurring problem types, takeover of an existing policy platform, integration of CFT processes across support channels, and use of the Allianz Peregrine environment to manage incidents and build the knowledge base.
The transition was completed within four months, giving Allianz direct control over the environment and ownership of operational knowledge.
Key Scope
- Regional CEE Service Desk transformation
- Infrastructure and business-system support
- Service sizing based on volume data
- SLA design and operating-model development
- Recruitment, training, and knowledge transfer
- Problem-management process design
- Application takeover and support integration
- Approximately 40-person service operation
Business Impact
- Transition completed within 4 months
- Allianz regained operational control and ownership of the knowledge base
- Open-book pricing provided greater cost transparency and control
- Reduced unresolved tickets and long-resolution problem areas
- Established a managed exit model with structured knowledge transfer
Technologies Used