ITSM Topdesk OVB

Implementation of TopDesk as the IT service management platform at OVB Spain — the first tool of this kind in the organisation. The project made it possible for the first time to monitor service delivery, establish SLAs, and generate contextual documentation and FAQs for each request type. The platform was configured as a tool for incident resolution, request intake and IT demand management, later extended to non-IT areas for internal support functions such as HR operations and agent services.