Introduction

Hong Kong is one of the world's most important tourist center, generally acclaimed as the "Pearl of the Orient". Tourism has become the largest service industry, bringing over millions of overseas tourists. In addition, it is the biggest earner of foreign exchange, accounting a large portion of GDP and employing more than hundred thousands of people, directly and indirectly.

However, high service requirement & lack of resources in the area of IT affects the service delivery to internal & external clients. Thus, most of them start to perform a thorough planning on IT resources management to facilitate the co-operations with other counterparts.

 

Challenges

They are now faced with increasing IT challenges in different aspects:

Industry knowledge about the industry not common to the outsourcing market IT resources are not aligned with business needs Inexperienced IT management Inadequate IT managerial skill set

Poor IT service / communication skills In-sufficient resources to achieve high level requirement in IT High demand of response time

IT resources do bring negative impact on firms if they are not fully utilized and properly managed.

How can ICG Help?

With professional IT outsourcing services provided by ICG, company-owned IT resources would be under effective management. By acting as the advisor on IT management to the company, tailor-made IT infrastructure and high quality IT services would be provided:

IT Management IT infrastructure maintenance IT continuity & availability consultancy IT security consultancy

Servers and Network Support Technical Support via regular on-site visit Dedicated help desk hotline

International Hotel Group

Information Management is one of the major issues to a successful business, particularly for International Hotel Group, where information is shared among multiple offices around the world. To achieve a better management, it is essential:

• Service delivery in a consistent level
  
• Tactically use IT outsourcing for better service delivery
  
• Utilize the resources internally & externally

The hotel group appointed ICG as helpdesk & incident logging & handling services. The group have staff of approximately over 500 staff in Hong Kong. Besides ICG also provides them on remote computer support & on-site computer support.

To ensure normal daily operations in case of any unexpected interruptions, a stable IT environment is necessary. Therefore, reliable customer services, IT tools are the major concern. ICG offers the following services to the organization in the following aspect:

Helpdesk Telephone / email handling Incident logging Incident escalation Incident review & analysis Mechanisms of support & service delivery

Remote Support On-Site desktop Support Inventory statistics Patch Management Application distribution

What did they achieve:

First class Customer Services Get access to the industry & latest IT technology Single Point of Contact for all external/internal users Direct access to polite and courteous staff Global location available Fast response for first line assistance Definition of different users and different escalation procedures Reduced management investment to support end users' needs

Easy Management Re-assign in-house IT resources for mission critical tasks Improved productivity of end user personnel Reduced business disruption and increased end user satisfaction levels Risk Transfer IT assessment & improvement Capability to charge back the group within different department Traceable incident information for IT planning