Description…

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Super Group


Super Group is a broad-based supply chain management business listed on the Johannesburg Securities Exchange. Super Group’s supply chain division provides a platform for the group’s core expertise and offerings. This expertise is applied into vertically integrated divisions covering vehicle dealerships and fleet management. Founded in 1986, Super Group has an international footprint and offers customers a comprehensive range of products and services.

 

 

 

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Maitland

Maitland, an independent group which provides multi-jurisdictional legal, fiduciary and fund administration services to private, corporate and institutional clients, has selected Cherwell Service Management™ to elevate its Service Desk offering to internal and external clients.

Prior to Cherwell, Maitland faced functionality limitations and instability due to an end-of-lifecycle Service Desk tool.  After undertaking a rigorous selection process, which included outlining functionality requirements and key criteria, along with the development of a business case and decision matrix, Maitland selected Cherwell from a shortlist of three.

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“We knew upfront that the right solution for us should offer ITIL processes at its core,” says Ian Rivett, technology services manager, Maitland.  “We wanted a solution that not only worked for our ICT Service Desk but also within the wider business – one that could trigger work requests, pass information between teams, etc.  Also, with Cherwell’s focus on configuration rather than coding, it will be easier to make changes and implement them quicker. This will ensure that our service processes remain in sync with reality, are optimal and ultimately result in improved service levels to our clients.”

The decision to go ahead with Cherwell was made in June 2012 with the help of Cherwell partner Revelation Data.  Maitland will go live with Cherwell Service Management in April 2013 with Incident, Problem and Change Management, and at that time, it will also launch a Service Catalogue.

When asked for advice in regard to selecting a Service Desk solution, Rivett suggests that you don’t just consider the tool for the sake of the tool but instead be clear about what you’re trying to achieve in the short term and long term.  “Technology in this context is a business enabler and as such it needs to be flexible, able to adapt and change to what’s needed not just today but also in the future.  For us, Cherwell is not a short term answer to replace a tool but an important step on a journey to a more service orientated organization”

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Bishops Diocesan College

 

 

 

 

 

 

 

 

Bishops Diocesan College is an independent boys’ school in Cape Town with a long history, a strong academic ethos combined with a commitment to all-roundedness, and a proud record of achievements. We are confident that boys, through their experience of Bishops, will grow into fulfilled and responsible men. It is a high achieving school in all areas – academically, on the sportsfields, and in a wide variety of social and cultural activities.

The Need:

  • A flexible tool that would allow Bishops to create a number of software applications all in a single system to help manage the day to day running of a School IT department.
  • A tool that would easily integrate into other system already running in the school
  • A tool that would help manage suppliers and 3rd party/Vendor relationships
  • A tool that the school could grow and develop with internal resources where required.

The Choice:

Bishops selected Cherwell Service Management as their chosen platform to build their new Service Management Applications. Due to the huge flexibility of the application it meant that they were able to combine multiple tools that were currently running in their environment into a single system.

Other Success Factors:

  • Tighter control of IT procurement
  • Ability to track and manage school assets ( Computers, AV Equipment, Vehicles)
  • Tracking of 3rd party support agreements
  • Self Service Portal for pupils and staff to interact with IT and resolve their own requests.
  • Control software licensing and compliance

 

 

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Cape Nature

CapeNature is a public institution with the statutory responsibility for biodiversity conservation in the Western Cape. It is governed by the Western Cape Nature Conservation Board Act 15 of 1998 and mandated to: promote and ensure nature conservation; render services and provide facilities for research and training; and generate income.

www.capenature.co.za

Verifone

Industry:
Payment Solutions

Organisation:
VeriFone supplies electronic payment solutions to merchants.

Objectives:

  • Log all support calls for the business centrally
  • Build in workflow and project management
  • Have detailed SLAs implemented
  • Escalation of calls to ensure excellent service

Solution:
VeriFone choose to implement FrontRange HEAT Service and Support with its out the box SLA and escalation ability.

 

UCT

Industry:
Higher Education

Organisation:
The University of Cape Town is one of the most prestigious universities to attend in Africa. Hosting sort after Undergraduate and Postgraduate courses. It is also well known for its Graduate School of Business.

Objectives:

  • Implement an integrated Service Desk and Voice solution
  • Measure and track the number and type of incidents being logged by staff
  • Continue development by an onsite team after implementation
  • Strong report writing engine

Solution:
UCT implemented HEAT Service and Support integrated with FrontRange IPCM for the voice component.

 

Murray and Roberts Marine

Industry:
Marine Engineering

Organisation:
Murray & Roberts Marine is one of the leading marine engineering companies in the world and has been involved in numerous high profile projects like the Cape Town Stadium and many more international projects.

Objectives:

  • Meet Cobit Level 3 compliance
  • Implement a rationalised approach to IT Service Management
  • Implement a customisable ITSM platform that would scale and allow the IT department to see visibly see what was happening in their department.

Solution:
Murray & Roberts implemented Cherwell Service Management.

 

Capitec Bank

Industry: Banking

Organisation:
Capitec Bank established on the 1st March 2001 is the fastest growing bank of its kind in South Africa. Aiming at the previously unbanked population its draw card is transparent banking services. Low fees, Open every day of the week and high interest rates on savings accounts.

Objectives:

  • Implement a system that will expand to cope with a growing call volume upwards of 5000 calls a day.
  • Integrated Asset Tracking
  • Integrated into other banking systems
  • Had to be stable and provide 98% uptime

Solution:
Capitec Bank choose to implement FrontRange ITSM. Its well established track record in the upper mid-market space made it the perfect fit aligned with the experience Revelation Data could bring to the implementation team this tool now runs many process in the business outside of IT.