Markets
Engineering offers a wide range of products, services and projects, organised in 11 portfolio areas.
Discover more
Technologies
Engineering complements its offerings by grounding the value of technologies that enable Clients in Digital Transformation.
Discover more
Platforms
With 40 years of experience, we have developed a portfolio of proprietary software platforms, frameworks and tools for the digital transformation of our Clients' business processes.
Discover more
Papers
Discover more
Stories
Discover more
Events
Discover more
News
Discover more
Podcasts
Listen to Engineering podcasts on computing and technology: AI, Big Data, Blockchain, Cloud, Cybersecurity, IoT and more...
Discover more
Life at ENG
Discover more
Engineering Academy
Discover more
Recruitment Journey
Discover more
Join Us
Discover more
Solutions
-
Agriculture
-
AI & Advanced Analytics
-
Engineering's podcast on Augmented City
-
Cloud
-
Engineering's podcast on Cybersecurity
-
Defense
-
Digital Ecosystems
-
Digital Experience
-
Eng's podcast on Digital Twin
-
Energy & Utilities
-
Evolve your city with Eng
-
Exploring AI with Eng
-
Engineering's podcast on Financial Services
-
Government
-
Healthcare
-
Engineering's podcast on Industry
-
Media & Communication
-
Retail & Fashion
-
Transportation
Case Study
Virtual Service Desk for Public Transport Infrastructure
×
Improving technical support for users and promoting digital innovation through the implementation of an advanced virtual service desk and on-site services.
Where: italy
Where: italy
Challenge
The client needed a well-structured service desk solution that provides first and second-level technical support, including on-site services for premium users, to enhance digital innovation and ensure a high standard of technical assistance.
Approach
With a strategic and collaborative approach, the project focused on improving operational efficiency through the introduction of a new ITSM platform and fostering dialogue among all technical divisions within the company, thus ensuring comprehensive and timely support.
We have implemented an advanced service desk solution based on the ServiceNow platform. First-level support was effectively managed through phone, email, and web channels, while second-level support provided remote and on-site assistance to address complex issues and handle IMAC interventions. A dedicated hardware maintenance team ensured regular updates across all company devices.
Thanks to our extensive network coverage, we ensured comprehensive and timely support, significantly contributing to the success in enhancing IT services for the transportation infrastructure.
Results
Increased user satisfaction
Fostered a more collaborative and proactive environment
Boosted productivity
Impacts
To know more
Case Study
Brescia: Sustainable Mobility Becomes a Game
An app to encourage sustainable behaviors by promoting the use of public and private transport, as well as private and shared bicycles for commuting.
Research Project
QLMD: Quantum Computing for an efficient urban logistical ecosystem
Applying Quantum Computing to urban logistics to optimize routes, reduce costs and emissions, improve sustainability, and tackle complex problems with scalable solutions.
Research Project
PREVENT: Cyber Resilience for the Protection of Electric Vehicles
Ensuring a secure future for electric mobility through advanced AI-based cybersecurity solutions and the validation of technologies in real-world operational environments across Europe.
-
Case Study
Brescia: Sustainable Mobility Becomes a Game
An app to encourage sustainable behaviors by promoting the use of public and private transport, as well as private and shared bicycles for commuting.
-
Research Project
QLMD: Quantum Computing for an efficient urban logistical ecosystem
Applying Quantum Computing to urban logistics to optimize routes, reduce costs and emissions, improve sustainability, and tackle complex problems with scalable solutions.
-
Research Project
PREVENT: Cyber Resilience for the Protection of Electric Vehicles
Ensuring a secure future for electric mobility through advanced AI-based cybersecurity solutions and the validation of technologies in real-world operational environments across Europe.
Recommended for you
Explore additional content associated with the topic
© Engineering Ingegneria Informatica Spa 2026