Previous ITSM solution lacked flexibility and a truly integrated platform with the capacity for innovation. In addition, not all IT groups were using the same software, which created communication, coordination, and accountability issues.
“We needed a comprehensive, flexible ITSM platform that could grow with us and put control where it belongs—on the front lines at the service desk and at resolving teams” -program manager said.
To increase support of the continued growth and expansion—including multiple locations and projects—our customer required a more comprehensive, powerful IT service management (ITSM) solution that could scale efficiently as it expands.
In first phase of the new ITSM project, our team supported implementation of Service Request Fulfillment, Incident Management, Change Management, Problem Management and Configuration Management and interactive self-service portal for IT Users.
In the second phase of that project, our customer will be implementing Knowledge Management as well as advanced reporting, dashboards, and metrics – all in the next six to 12 months.
It is also planned to leverage the new ITSM system to assist with common business processes in other enterprise departments that deal with managing End User interactions.
“Once we’ve developed actionable, meaningful metrics in ITSM, we can use it as a comprehensive service management platform to expand capabilities globally across the organization”-commented member of the core team.