Jason Gough, Chief Information Security Officer
Client Challenge
Arvato CRM Solutions is an international service provider with 70,000 employees in more than 40 countries. The company designs and implements innovative solutions with a strong focus on automation and data/analytics.
Arvato needed support from an experienced IT Service Management solution provider to modernize its service desk technology across its client base. The business was using multiple legacy systems which created siloes and resulted in challenges around reporting, SLA management, prioritization and knowledge management. They needed to implement a stable and scalable operating model and effective ITSM tool to help manage interactions with the business and clients across the whole IT lifecycle, improve knowledge management, create clear processes for change and problem management and to enable the business to react quickly to innovation.
Solution
Arvato CRM partnered with Fusion to roll out BMC Remedy to a major client, a UK borough council. This was the first phase in a project to create one Multi-Tenant environment across all Arvato CRM clients. In order to ensure the benefits of the new tool were realized quickly and efficiently, Fusion’s project team managed the migration from the legacy tool, configured to Arvato’s requirements.
Fusion partnered closely to engage and to understand Arvato’s current situation and wider business objectives. From a technical standpoint, it was Fusion’s wider operations management capability which was key. Arvato needed a long-term partner who could support future needs, such as the discovery of their infrastructure and automating through orchestration tools. The business needed a partner who had experience of implementing those additional capabilities.
Benefit
The new system will provide a range of technical and business benefits for Arvato.
Service benefits
The one environment will ensure better IT availability and performance with fewer issues, increasing performance across the business and creating efficiencies and cost savings. Employees and clients will know what services are available and how to use them and it will ensure a better service at lower cost resulting in higher satisfaction levels.
Process benefits
The system will create repeatable and scalable processes with standardized and aligned processes across the UK, resulting in increased productivity. There will be clear processes for everyone on change and problem management.
Data and Reporting
The system will enable better analytics to measure and improve I.T.’s performance and an awareness of service level reporting.
Jason Gough, Chief Information Security Officer