Company Profile

Johnson & Johnson (Visioncare) manufacture and distribute optical lenses for eyecare. This worldwide organisation had offices throughout Europe with services such as IT being replicated at individual locations.

The company had a mix of permanent staff and contractors tackling daily issues being raised by the business operation. Incidents were recorded using e-mail and allocated to support staff for resolution. The challenge for the IT Manager was the lack of metrics and process for better understanding the issues, whether resolution should be tactical or strategic and what real levels of resources were required.

PriorityOne was adopted as a Helpdesk and Timesheeting system within their IT department. PriorityOne provided the data repository, collaboration and process for effecting a more efficient support desk so that tasks were properly analysed in terms of work content and prioritisation.