Ulwembu transforms service desk offering to support remote services

Ulwembu Business Services, a South African ICT services company, has augmented its existing IT Service Desk Management offering to allow for a virtual service desk offering.

The company stated that the initiative will assist local businesses to seamlessly manage their service operations and ensure service delivery to users, regardless of location.

Chipe Mogoboya, Oracle Project Manager, Ulwembu, said this has allowed the company to continue to provide an end-to-end service to clients throughout the locked down period. “This includes Airports Company South Africa (ACSA), which owns and manages a network of nine airports in South Africa, including the three main international gateways of O.R. Tambo International, Cape Town International and King Shaka International Airports.

“ACSA outsourced management of its service desk to Ulwembu Business Services as part of its strategy to embrace managed services across the organisation. The first step towards ACSA’s planned managed services push was the outsourcing of its service desk. The organisation’s requirement was for a turnkey solution that would offer ACSA better value, improved performance and lower risk than its previous internally managed service and our offering fit the bill,” Mogoboya explained.

Ulwembu was awarded the open tender based on its existing positive relationship with ACSA, which encompasses the implementation of business process management (BPM) technologies, including Oracle and IBM solutions.

He added that: “Ulwembu’s position as a trusted technology partner, already embedded within ACSA’s IT environment and with a good understanding of the organisation’s business and technology needs, made us the ideal partner to assist ACSA once again. We met all of ACSA’s specific service desk criteria, as well as their requirement for best practice advice. The extension of Ulwembu’s full service IT Service Desk Management to a virtual level will play a fundamental role in helping businesses to stay up-and-running, whatever the circumstances.”