Implementation of Marval MSM supports IMPERIAL Online improvement initiatives

Sept. 13, 2012 - PRLog -- South African based company IMPERIAL Online is an IT services provider within the IMPERIAL Group. The company focuses on providing IT services, including infrastructure and cloud services, to clients both within the IMPERIAL Group and externally. As a services company, IT Service Management (ITSM) forms a critical component of the business. When the organisation's existing system failed to deliver the necessary intelligence for service improvements, IMPERIAL Online turned to Marval South Africa (SA) and the Marval MSM web-based ITSM tool to provide the solution.

"With our previous solution, we were unable to extract the required business intelligence and management reporting which would  assist  us in making more informed and  strategic decisions, particularly around profitability, cost of services and so on. After an extensive tender process, Marval SA was one of three shortlisted candidates," says Nicolé Mey, Commercial Director of IMPERIAL Online.

"A list of more than 450 functional criteria was used as a basis for short listing, which the Marval solution obviously met. However, from a cost and implementation period perspective, Marval was the obvious choice. Not only did they come in at a lower cost bracket than competitors, they were able to  deliver the new system in a far shorter period than any other provider," she adds.

The Marval tool forms a strategic part of IMPERIAL Online's strategy of implementing the ITIL framework within their organisation, in a drive to become more economical and more efficient. This in itself is part of a larger project to achieve ISO/IEC 20000 certification by December 2013.

"We want to establish processes and have the automation in place to highlight small issues which we have in the past been unable to detect until they become major problems. This will assist us to identify trends, to gain more control over our environment proactively rather than reactively as we have done in the past," Mey adds.

"Marval MSM provides a reliable and scalable ITSM technology to support IT business services and future growth, with full support for IMPERIAL Online's ITIL and ISO/IEC 20000 path. Not only does it improve IT Governance within the business through enhanced visibility and accountability, it also allows IMPERIAL Online to deliver more cost effective, reliable and efficient services to both internal and external customers," adds Edward Carbutt, Executive Director at Marval South Africa.

As part of the implementation, Marval provided product training sessions that facilitated skills transfer.