Situation

 

A major global shipping company wanted to improve its IT service management processes (in particular change management, configuration management and self-service portal) as well as preparing a platform for shared services with HR, facilities and project management. Operational challenges also included optimal process optimisation and improved management reporting.

Aim tendered and won the deal to implement BMC’s Remedyforce and Cloudcoach platforms deployed on the Salesforce Force.com SaaS platform – the world’s most stable, with over 2 billion daily transactions.

 

Solution

 

Aim implemented the platforms using its Trans4m method, understanding current and future business requirements and ensuring that foundation data and set up aligned with ITIL best practices. Particular focus was made on cross object reporting - allowing projects, IT operations and other non-IT teams to report on consolidated reports/dashboards.

The self-service portal enabled a drive towards end-users raising tickets themselves and for them to track progress rather than reference back to the service desk.

Process alignment and optimisation through management reporting allowed teams to understand the performance of different stages in their process lifecycle, which led to identification of where performance improvements could be made to speed up productivity.

 

Results

 

The deployment was a complete success with ‘before’ and ‘after’ measures showing that there had been major performance and productivity improvements in all areas - particularly in the key areas of focus that had been the objectives of the project. In some areas 40%+ productivity was observed and allowed processes to be digitally transformed, streamlined and automated leading to major improvements over previous manual and inefficient methods.