How a national soft drink manufacturer enables employees to request services from their workstations

admin — Mon, 15 Oct 2007 23:50:29 +0000

Situation
An enterprise with global distribution was faced with the challenge of providing technology resources to its employees in a timely manner. The current implementation of its web-based Service Catalog system did not allow the giant company to expand or improve on service delivery. The system had reached its maximum capacity with the version available, and the company aimed to move to a Service Catalog system that easily integrated with HP ServiceCenter 6.2. The technically staffed resources at the company were not experienced with HP Service Catalog; however, they had achieved acceptable training to administer and tailor HP ServiceCenter.

Assessment
The firm concluded that they needed an experienced team to implement HP Service Catalog in a limited time frame and to maintain best practice policies so that future upgrades of the product would not require a re-implementation. The enterprise chose SmallCart Systems for the technical implementation of HP Service Catalog and the modification of the HP ServiceCenter Request Management Interface. SmallCart Systems was chosen because of its previous experience in Request Management work and its positive reputation of being able to implement projects in a short time frame.

Implementation
SmallCart’s technical team was provided with only 8 weeks to implement and train the client’s technical team on HP Service Catalog. The Service Catalog product was in its first release from HP, and a number of issues were addressed throughout the implementation cycle. SmallCart collaborated with several client resources and another technical services partner to provide a complete Request Management and Service Catalog pilot implementation that could later be utilized in Europe, Asia, and Africa as well as in North America.

Results
In a short time frame, the technical effort at SmallCart Systems had successfully stood up a pilotable implementation of HP Service Catalog and provided the detailed As-Built documentation for technical reference. Also, SmallCart was able to identify a number of issues with the original release of HP Service Catalog that were slated to be patched in Service Manager 7.0. Through developing an integrated implementation approach with the client’s technical team, they were able to obtain the knowledge of HP Service Catalog for future enhancements and did not risk any development time to the organization throughout its phased rollout to the global enterprise.

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How a national soft drink manufacturer enables employees to request services from their workstations