Dairygold wanted a solution that would drive all aspects of the IT support processes and the management and authorisation process for change management and major ICT Projects. The Visual|QSM solution from Datawatch International fitted their business strategy. It met the stringent criteria set for functionality, ITIL processes, ease of implementation and cost. Visual|QSM is a suite of integrated software modules that comprises a base server system, an internet-based service management portal and a workflow engine for enterprise-wide process control. Datawatch utilises PRINCE2 to manage the resourcing and staging of activities and elements of ITIL are used for individual service modules.
The system was installed by Datawatch and was operational within 5 days. Using a central SQL server, web front end server and incorporating email integration, customisation was undertaken by Datawatch to Dairygoldâs specific requirements, which means that 700 end users now have advantage of using the product with the web front end.
Martin Doyle, Infrastructure Manager at Dairygold comments, "Visual|QSM allows me to more effectively manage the support resources, allowing me to allocate the right level of personnel on calls, on a day-to-day basis. Previous to QSM we had no real way to ensure that all support calls to IT were being responded to, logged, tracked and managed against SLAs. QSM has allowed us to really 'manage' support calls and processes. All feedback from the users has been very positive, as they can now actively see the process of their calls. The end users have noticed a significant difference in the perceived levels of service from ICT Support, as they know that once a call is logged, it will not be ignored or forgotten."
Visual|QSM helps an organisation by:
automating business processes
improving the efficiency and effectiveness of production
real-time integration of internal, suppliers, business partner and customer processes
This leads to the effective management of business workloads, which improves efficiency of service as well as saving time and money.