Nimsoft: Financial Case Study


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Improving Self-service and Knowledge Management Capabilities while Eliminating Process Consulting Needs.

Nimsoft eliminated costly, time intensive upgrades, while easily extending self-service capabilities and adopting ITIL best practices.

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Nimsoft: Financial Case Study

  1. 1. Financial Case StudyNimsoft Service Desk, OnDemand IT Service Management Improving self-service and knowledge managementChallenge capabilities while eliminating process consulting needsRemove costly, time intensive Customer Overviewupgrades while easily extending self- Large financial group that provides diversified financial services to emerging,service capabilities and adopting ITIL growth and established technology companies. Headquartered in the Unitedbest practices. States, the company serves clients worldwide and IT supports over 2000 users globally.Solution Customer ChallengeReplace legacy on-premise The financial group was actively using an outdated version of BMC Remedy thatapplication with 100% web-based was no longer supported by the vendor and was facing a forklift upgrade. Thesolution that is delivered out-of-the- upgrade project would have required a complete reimplementation of BMCbox with ITIL workflows and a self- Remedy incurring weeks of billable process consulting. In addition, there wasservice portal. no path to ITIL supported by Remedy outside of additional consulting. Due to its on-premise model, the solution was not easily extendable to external vendors.Benefits They recognized the need for an intuitive self-service portal with accompanying knowledge management database for users to proactively resolve their own∞ A 100% web-based solution issues where appropriate. that does not require additional maintenance fees and ensures they The Solution are always on the current version During the evaluation process, the company discovered the benefits of without enduring an upgrade transitioning from on-premise to SaaS in order to meet their goals and have project. a solution in place that would scale with their growth while allowing them to∞ Improved management of external implement additional processes and capabilities when they were ready. A total vendors and service providers cost of ownership analysis allowed them to conclude that 3 years subscription including SLA tracking and with Nimsoft Service Desk was the same cost as a one-time upgrade of their reporting BMC Remedy application. In addition, they removed their dependency on external consultants, and additional costs, by taking advantage of out-of-the-∞ A fully integrated self-service portal box ITIL workflows delivered in Nimsoft Service Desk upon implementation. that is easy for their internal and This provided them with the foundation to chart their course to becoming an external customers to use ‘ITIL shop’.∞ A populated knowledge database for analysts and end users to query Out-of-the-box ITIL Best Practices Workflows for solutions and rapidly solve Since Nimsoft Service Desk is delivered with pre-configured ITIL-based issues workflows, the financial group drastically reduced their implementation time∞ A complete Service Catalog to from several months to just one month. They were also able to accelerate their manage and make requests for adoption of ITIL best practices by taking advantage of the action-based auto services routing within Nimsoft Service Desk to ensure ITIL processes were adhered to∞ Significant savings and lower total even if their staff were not officially certified. Process consulting needs were cost of ownership eliminated due to the ease of use for their team to setup workflows based on their unique business rules.
  2. 2. Nimsoft Case StudyEasy to Use Self-Service Portal with CompleteService CatalogThe easy to use, Self-Service portal in Nimsoft Service Desk isnow being accessed by all end users supported. Both analystsand end users now have a complete knowledge databaseto query from to quickly resolve issues. A complete ServiceCatalog module was also included upon implementationwhich enables them to leverage the routing capabilities,approvals, service-level management and other featureswithin the application necessary to fulfill a request.Easy to Extend to External Vendors andService ProvidersThe company is now effectively managing external serviceproviders through the Service Level Agreement (SLA) modulewithin Nimsoft Service Desk. This provides them with theability to define service targets and thresholds to effectivelymanage service level objectives and ensure the highest levelof customer satisfaction is achieved.About NimsoftNimsoft provides integrated, modern IT management solutions for more than 1000 enterprise and service provider customersglobally, including 1&1, CDW, SoftLayer, Sur La Table, TriNet, and Virgin America. The company’s Nimsoft Unified Manager is anindustry-leading solution which helps organizations easily monitor and manage IT services in increasingly complex businessenvironments. Nimsoft products integrate with existing solutions at any point from the data center to the cloud. For moreinformation, visit North America United Kingdom Australia Singapore Headquarters +44 (0) 845 456 7091 +61 (0)2 9236 7216 +65 64328600 U.S. toll free: 1 877 SLA MGMT (752 Norway & Northern Brazil New Delhi 6468) 1 408 796 3400 Europe +5511 5503 6243 +(91 11) 6656 6667 +47 22 62 71 60 Email: Mexico City Mumbai Web: Germany +(91 22) 66413800 +49 (89) 90405-170 +52 (55) 5387 5406 Copyright © 2011 CA. All Rights Reserved. One CA Plaza, Islandia, N.Y. 11749. Nimsoft is a trademark or registered trademark of Nimsoft Inc. All other trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.