Quick Wins for IT

  • Saved 50% of cost of maintaining ITSM solution
  • Eliminated service credit payments by reduced SLA breaches
  • Launched web portal
  • Saved 20 person days on one service by automating business processes
  • Gained evidence-based benchmarks for ISO 20000 certification

The Challenge

The SCISYS Group, a leading provider of IT services across Europe, develops robust application solutions and provides supporting services in industries like government, utilities, transportation, telecommunications, charities, media, space, and others. The company maintains three offices in the U.K. and two in Germany.

Hamstrung by a legacy help desk system, SCISYS reviewed 30 IT service management solutions before selecting Cherwell Service Management® (CSM). “We wanted to improve our use of the ITIL® framework and to move to a more integrated service management offering,” said Steve Weller, head of applications management at SCISYS. “The product we were using was dated and expensive. Upgrades were difficult, so we often used consultants, but this was costly.” SCISYS’s primary requirements of a new service management solution were as follows:

  • Extreme flexibility: SCISYS does not have a standard set of products. It has bespoke products and services for specific customers—all with different requirements and SLAs. The solution also had to provide for internal and external service.
  • In-house support: The solution must be supported in house to reduce consultancy time and money.

Neil Futcher, head of corporate IT services recalled, “We looked at the Cherwell offering and instantly liked it. This was the one product that fulfilled every criterion we had set out. It ticked every box.”

“We can now visibly show customers what we offer. This is a fantastic selling point when delivering support to external customers as well as an important tool for improving our processes.”

Steve Weller - Head of Applications Management

The Solution:

Before implementing any ITSM solution, Weller advises organizations to spend time determining their requirements. For SCISYS, the ability to configure CSM was essential. “Flexibility was absolutely key, and we couldn’t compromise on this requirement. With Cherwell Service Management, you can say, ‘I want to do it this way.’ I can dictate to Cherwell. It doesn’t dictate to me,” explained Weller. With CSM’s Codeless Business Application Technology (CBAT™), SCISYS adapted CSM to match their workflows, not the other way around, and created a web portal for their customers. With CSM, SCISYS could configure the system with internal resources. As a result, SCISYS cut the cost of maintaining and configuring their ITSM solution in half.

The Results

Weller highlighted three key benefits stemming from their CSM implementation. First, the web portal: “We can now visibly show customers what we offer. This is a fantastic selling point when delivering support to external customers as well as an important tool for improving our processes,” said Weller. “Since implementing CSM, SCISYS has reduced SLA breaches and therefore eliminated service credit payments.”

Secondly, SCISYS matured workflow and business processes. Weller explained, “We don’t have to cut and paste emails into records because it’s now completely automated. This alone is a big timesaver. Even if you assume it only saves two minutes per incident, this saves over 20 person days of effort over the course of one service alone. But more importantly, it improves the quality of our services and ensures there is an audit trail where nothing gets missed and SLAs are achieved and are escalated properly.”

Finally, CSM enables SCISYS to provide evidence-based benchmarks from which it can improve IT service delivery, an integral step in the team’s efforts to achieve ISO 20000 certification. “The key thing you need is to not only say what you’re going to do but show evidence that you’re doing it. Also, Service Management is able to support continual service improvement life cycles.”

The Future

SCISYS will continue to evolve its use of CSM for both internal IT service provisions and facilities management, as well as CSM’s use in the services it provides to external customers. One area SCISYS will look to exploit going forward is greater use of CSM’s mobile capabilities, which should offer benefits to customers, but also allowing greater mobility for their support staff.