OneDesk NTT Data EMEAL

Integration project for the corporate ticketing platform across the entire NTT Data EMEAL region — over 20 countries in Europe and Latin America, with a RACI matrix of 127 stakeholders, 5 BRMs across 5 distinct regions and a total of 85,000 target users. The project started from different ticketing systems across NTT DATA's EMEAL companies and the inherited Everis structure, with the goal of delivering a single platform covering both IT and non-IT scope. New ITSM workflows were designed, common SLAs defined for the entire EMEAL region, and incident, request, change and evolution management processes redefined. Estimated volume: 35,000–40,000 tickets/month.