Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.

IFFCO-TOKIO General Insurance (ITGI) was created in 2000, following the merger of an Indian fertilizer company and Japan's largest listed insurance group. IFFCO-TOKIO General Insurance wanted to ensure that customer and user satisfaction is not impaired by poor IT support facilities. The company's existing help desk operation was expensive and inefficient, and the IT department was unable to prioritise its response to user requests. By deploying a service desk solution with integrated incident, problem and change management processes based on ITIL best practices, ITGI has been able to standardize and optimize key service desk functions. This not only ensures continuous compliance but also provides complete visibility of all incidents from capture to resolution.