Netology uses Marval’s ITSM software solution
In order to deliver this and expand their business, a formalised, customer-centric, service management infrastructure was required, which would scale with their organisation and provide an easy upgrade path as the business grows. Netology turned to Marval and its IT service management software product, MSM, to provide the solution to their challenge.
"As our business has matured, we have begun to offer a hybrid of services to meet the market and our customers' needs" says Darryl Maroun, Managing Director at Netology.
"In order to cater to these additional services, our current solution would have required a significant amount of manual intervention to cater for this. We realised that our business had outgrown our systems and as such, we required a robust service management solution that would automate processes and procedures. We also needed a solution based on ITIL best practice, as we are gearing towards full ITIL adoption. Marval's Service Management solution met all of these requirements," Maroun continues.
Functionality required by Netology from their IT Service Management (ITSM) solution included: incident management, request fulfilment, basic asset management, service level management, financial management and reporting tools. They also needed an innovative and proven solution that would integrate with N-Able, the company's existing discovery software which collects the granular details of all devices on the network for use in filtering, monitoring and management activities.
MSM met each of these requirements as it is based on the ITIL framework (it is certified as ITIL process compliant by the Cabinet Office and Pink Verified to 15 process) and supports ISO/IEC 20000, laying the foundations for ITIL adoption as the organisation matures further.
Utilising MSM assisted Netology to structure service levels according to the needs of the customer, and offer enhanced management of service levels for faster turnaround time and improved customer service.
"Prior to starting implementation, we ran several consultancy workshops with Netology to ensure their needs and expectations were aligned with what their chosen solution could provide. We also worked hand-in-hand with the Netology team on configuration and development, and have provided full product training to ensure the users can derive maximum value from the system" says Edward Carbutt, Executive Director at Marval South Africa.
"The success of any ITSM project relies on a triumvirate of consultancy, technology and education, and following this methodology has resulted in an implementation for Netology that delivers real business value," Carbutt continues.
Following the investigation process and product selection, implementation of the project was completed in just six weeks; this minimised the cost of running parallel with the existing tool. The entire process was completed on time and on budget, and Netology and its customers can now take advantage of the many benefits that MSM offers.
"The Marval service management solution enables us to better manage and plan our resources. We have also seen a significant benefit from improved reporting, as the type of information we can extract from the system and deliver to our customers is of excellent quality and importantly, accurate. For example, our clients have a clear and accurate view of our performance against the Service Level Agreement with our reporting" adds Maroun.
He continues, "The solution also gives us more control of incidents and interactions with our customers, resulting in shorter resolution and customer satisfaction as well as improving customer communication. Ultimately Marval's service management software gives us improved customer communication, confidence and satisfaction."
"The team from Marval South Africa were professional throughout, taking the time and effort to understand our business, and working with us through the entire process. The implementation was completed within our expected timeframe and within budget. The capabilities of the Marval service management solution also created a paradigm shift in our view of what we could achieve with the solution," he concludes.
Marval is committed to the ongoing development of integrated IT Service Management (ITSM) software, consultancy and education. It is a single-source supplier for all your ITSM needs, designed to improve service quality, productivity, customer satisfaction and reduce costs.
MSM - an ITIL® process compliant and ISO/IEC 20000 compatible, integrated software solution ensures a reliable IT and service infrastructure, increased productivity and adaptability in service provision. It has been implemented by organisations across many diverse sectors worldwide. MSM is used by internal and external support and by providers of outsourced and managed services.
Marval is a major practitioner, innovator, thought leader and contributor to Best Practice and standards in ITSM and is co-author of ITIL and ISO/IEC 20000. It has been helping customers deliver service excellence since 1989 and understands what it takes to become a world-class service team.
Marval is an ISO/IEC 20000 registered company supporting internal and external customers to international standards.
Marval Software, Stone Lodge, Rothwell Grange, Rothwell Road, Kettering, Northamptonshire, NN16 8XF, England
T: +44 (0) 1536 711999
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