Ticketing at Rio Tinto GBS

Shared services organizations are expanding. They are taking on more business units, more functions and more countries. With this growth comes more users and customers, more help desk enquiries, and ultimately more work.

 

To deal with growth, Rio Tinto’s Global Business Services (GBS) installed a ticketing solution. This solution, which handles a staggering 120,000 tickets each month, is helping Rio Tinto GBS take on more activities at an impressive pace. I met with Scott Singer, Head of Global Business Services, to find out more.

 

Scott Singer has quite the resume. At Rio Tinto alone he has been the CPO, the CIO and, now, as the Head of GBS, he reports into the Chief HR Officer. All of this experience was the perfect set-up for when, in 2011, it became apparent Rio Tinto needed a sophisticated ticketing platform.