Sermicro Group has renewed the project to offer professional outsourcing services of the workstation to the Ministry of Industry, Trade and Tourism, the Spanish Tourism Institute and the Institute for Just Transition.

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The aim of this project is to provide end-user services to these institutions, for the resolution of problems with microcomputer and telecommunications resources, the management of resource requests from users and the provision of maintenance services for the microcomputer park.

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In order to provide value and improvements in the framework of the services offered, the project consists, among others, of the following fundamental guidelines and objectives:

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• To have a high-level global service model.
• To reduce the number of incidents at workstations.
• Eliminate the risks associated with the use of obsolete technologies.
• To achieve a single management model for the entire organisation.
• Allow the necessary flexibility to adapt to possible organisational or technical changes.
• Establish a continuous improvement plan.
• Improve management information, service control and first instance resolution rates.
• Promote the implementation of proactive actions.

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For the implementation of this project, an organisational model has been designed that allows an optimal distribution of the functions and location of the technical team assigned to the service, achieving the necessary flexibility to attend to the fluctuations that the activity may require.

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This organisational model provides a Service Governance Office (SMO), in which the heads of the different groups participate. The technical team is made up of different profiles with extensive experience in the different disciplines and consists of a Technical Coordinator, who is responsible not only for the tasks associated with this profile, but also those related to personnel, HR, economic control, etc., always working closely with the client, so that decisions can be taken and executed quickly and effectively.