"When you wanted to look at issues unique to our company it was sometimes difficult to get the view of requested data, so we decided to move to a tool that we owned and that ran on our infrastructure so that we could get access to the necessary data on demand."
While the decision to install IBM TSRM for internal knowledge management capabilities was made before re-evaluating the outsourced help desk arrangement, installation of the tool proved fortuitous, Corbin acknowledges. "When we decided to bring service desk in-house, it uncomplicated the transition significantly because we didn't need to execute a transition of tool and data: that was already in place," he says.
IBM製のTivoli Service Request Manager（TSRM）を社内に導入すると決めたのはアウトソーシングのヘルプデスクが再度評価される前のことでしたが、偶然にも該当のツールは製品責任者であるコルビン氏からのお墨付きで「社内にサービスデスクを設けるにあたってこの簡易な導入はとても大きかった。移行する際に過去のツールもデータも損なわれなかったからだ―気が付けばもうインストールが完了していた」と氏は述べています。
内部での知識管理能力にIBMのTSRMを導入することは 外部委託のヘルプデスクの配置を再評価する前になされ、そのツール導入は思いがけないことだったということがわかる、とコービンは認めている。「社内にサービスデスクをもってくることにしたら、ツールとデータを移行する必要がないので移行がとても簡易になりました。すでにそこにあるのですから。」
当社の内部知識管理機能としてIBM TSRMをインストールすることの決定は外部のヘルプデスク装置の再評価、偶然証明されたツールのインストール前になされたとCorbinは認めた。「当社が社内サービスデスクを導入すると決定した時点で、すでにそこにあったツールとデータの移行を実施する必要がなかったので移行は大して複雑な作業ではなかった。」と彼は言う。
In Oct. 2010, Unum decided to bring the service desk internally on the basis of three considerations. First, he relates, Unum reviewed performance statistics and concluded its IT organization could do better. "The second aspect was that we were implementing the IT Service Management Framework and realized this was an important aspect in terms of how IT was received by the broader organization," he says. "The third consideration was that our agreement with the vendor was up for renewal."
The transition was not a hard sell based on projected benefits and savings calculated. "Years ago when there was a movement towards outsourcing service desk, the argument was that it was a commodity that could be provided more economically on an outsourced basis. We discovered that we could bring it in-house on a cost-neutral basis, and that enabled us to invest in the knowledge management capabilities without extra investment."
While the software for managing service knowledge is already in place, populating the IBM TSRM database is an ongoing task, according to Crisp. "It's something that has to be built over time, and we have started the process."
Crispによると、サービス知識の管理用のソフトウエアが既にある状態で、IBM TSRMのデータベースを定着させるのは進行中の作業です。「それは時間をかけて構築されるものであり、当社はそのプロセスを開始している。」
Unum also brought new staff on board on by the end of February and trained them to be ready for the April 1 transition. "We were ramping up between hiring and the point at which we would be taking 100 percent of the calls, and the vendor was quite cooperative in helping us to manage that transition," Crisp comments. "Having service desk in the new model allows us to continually increase the level of service we provide because we can very tightly integrate training on more and more capabilities because we have more control over the process."
訳文の3行目に「とのこで、～」とありますが、「とのことで、」の誤りです。申し訳ありません。