Retail Case Study: Improving Operational Efficiencies in IT to Increase Service Levels
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The document presents a case study demonstrating how a global retailer improved its IT service management by implementing Nimsoft Service Desk, replacing an inefficient BMC Remedy solution. This transition enabled better cost predictability, increased service levels, and consolidated various departmental processes into a single task management system. As a result, over 2000 users gained improved access to resources and customer service, while IT staff could concentrate on enhancing user experience rather than maintenance.
Retail Case Study: Improving Operational Efficiencies in IT to Increase Service Levels
- 1. Retail Case Study Nimsoft Service Desk OnDemand IT Service Management Improving IT operation efficiencies to increase service Challenge levels while preserving resources previously dedicated to Reduce resource costs associated administration and maintenance with service desk application administration and reporting Customer Overview while improving service levels for Global leader in the design, engineering and marketing of premium-quality supporting applications footwear, apparel and accessories for consumers who value the outdoors and their time in it. The retailer supports over 3000 end users in over 20 countries. Solution Customer Challenge Implement a Full-Featured, Software- The global retailer had sacrificed efficiency and precious IT budget dollars for as-a-Service Service Management years with their previous solution from BMC Remedy. In order to add features Solution in an Accelerated Manner. and functions as the company grew, they needed to increase their spend which was not budgeted. Costs were unpredictable and an upgrade was imminent. The company also sought to increase service levels to the end users and was looking for a way to improve efficiencies in order to preserve resources previously dedicated to maintaining the service desk application. In addition, Benefits several departments were using standalone processes and applications and they quickly recognized that consolidation of these systems, if possible, would lead ∞ A 100% web-based solution to better management and improve accuracy. that does not require additional maintenance fees and ensures they The Solution are always on the current version Nimsoft Service Desk was implemented and up and running within the retailer without enduring an upgrade and their entire team including end users in less than one month. Today over project. 2000 self-service users are logging in to report problems and/or use the ∞ Improved customer service led to intuitive knowledge base for applicable solutions and over 50 service desk improved user perception of IT. agents are using Nimsoft Service Desk to support them. Customer service ∞ Resources are now focused on improved and the company also recognized significant reduction in costs and customer service and not on time associated with maintaining the application. In addition, Nimsoft Service administering and maintaining the Desk has been extended to and actively used by Facilities, Finance and other service desk application groups to log, track, approve and manage work requests. ∞ Easy extension of Nimsoft Service Desk application to multiple departments so they are all using one task management system
- 2. Nimsoft Case Study Key Features staff for specialized activities. Prior to implementing Nimsoft Service Desk, each department was using a standalone task/ Predictable Costs project management solution and manual consolidation As a growing organization, the IT organization benefits from was required. They have now successfully extended Nimsoft a solution that will scale with business needs for years to Service Desk to Facilities, Finance and other departments for come. By taking advantage of a fixed licensing cost based task management. Grouping of tasks and intelligent workflow on number of active users, the organization can accurately capabilities with Task Flows offer a world of opportunities to predict costs on a monthly or yearly basis without having complete activities in sequential or parallel fashion for any to allocate precious budget dollars for annual maintenance department that requires this capability. fees or unforeseen upgrades. In addition, the entire suite of ITIL modules, including any enhancements seamlessly, and continuously, delivered at no charge, are available on Day 1 for them to use or to have when they are ready. Overall Ease of Use Nimsoft Service Desk is extremely easy to use due to a number of reasons. The solution is delivered out-of-the-box with pre-built ITIL based workflows that enabled their team to accelerate the time to production. By providing a solution that focuses on configuration rather than customization, the company recognized an overall improvement in customer service due to the reduction in costs and time associated with maintaining the application. Reporting and administration require minimal time so that IT staff can focus 100% on their customers’ needs. Intuitive Task Management System Nimsoft Service Desk provided the ability to create or delegate tasks from change, incident and problem tickets to alternative About Nimsoft Nimsoft provides integrated, modern IT management solutions for more than 1000 enterprise and service provider customers globally, including 1&1, CDW, SoftLayer, Sur La Table, TriNet, and Virgin America. The company’s Nimsoft Unified Manager is an industry-leading solution which helps organizations easily monitor and manage IT services in increasingly complex business environments. Nimsoft products integrate with existing solutions at any point from the data center to the cloud. For more information, visit www.nimsoft.com. North America United Kingdom Australia Singapore Headquarters +44 (0) 845 456 7091 +61 (0)2 9236 7216 +65 64328600 U.S. toll free: 1 877 SLA MGMT (752 Norway & Northern Brazil New Delhi 6468) 1 408 796 3400 Europe +5511 5503 6243 +(91 11) 6656 6667 +47 22 62 71 60 Email: info@nimsoft.com Mexico City Mumbai Web: www.nimsoft.com Germany +(91 22) 66413800 +49 (89) 90405-170 +52 (55) 5387 5406 Copyright © 2011 CA. All Rights Reserved. One CA Plaza, Islandia, N.Y. 11749. Nimsoft is a trademark or registered trademark of Nimsoft Inc. All other trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.