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Resource IT Solutions integrated the calls related to SAP solutions within the first level service desk of Umicore, a global materials group and recycling technology, which focuses on application areas. Its activities are centered on four business areas: Catalysis, Energy Materials, Performance Materials and Recycling performance. Umicore uses SAP Solution Manager as service management tool to centralize the support area into a single service desk for SAP and non-SAP technologies, enabling for problems to be directed correctly in the first call, which should benefit all business units. "The project allowed for a unification of solutions on a first call, either for SAP, infrastructure or microcomputer", said Paula Rego, Umicore business consultant. Among the main benefits of the project, Resource's operations director, Rodrigo Coelho, highlighted the ongoing trainings of staff on SAP applications at the first level and the possibility of creating monthly analysis reports of SAP-related calls that can be solved at the first level of service. (Original in
Portuguese)
