Optimal support of management processes at The Goudse Assurances 

To achieve optimal support of management processes and proper registration and processing of incidents, Inter Access was commissioned by The Goudse Assurances to implement a Service Management application. This enabled The Goudse to take a logical and necessary step in the growth towards maturity of the Incident, Change and Problem Management processes.

The Goudse is an autonomous and independent insurance company, established in 1924 by Geert Bouwmeester. The total annual turnover is approximately €700 million. The Goudse employs approximately 800 people.

Objective

The Goudse had been working with Magic (the current BMC Service Desk Express) for years. The commission was to migrate the current version of Magic (version 7) to BMC Service Desk Express version 9. BMC Service Desk Express is a service management application aimed at supporting service management processes.

Solution

The implementation consisted of installing and configuring the solutions, on-the-job training for the users and delivering user documentation. Inter Access also offers support for this environment. Approximately 40 employees use BMC Service Desk Express at The Goudse.

With BMC Service Desk Express, the following processes can be supported:

• Configuration management
• Incident management
• Problem management
• Change management
• Service Level management
• Asset management
• Purchasing

According to Patrick Deusing, team manager Application Management & Change Management atThe Goudse: "During the project, Inter Access have shown that they are a mature implementation partner. The project was delivered within the time and budget agreed upon. The technical knowledge and social skills of the Inter Access Engineers are good."

Advantages

The upgrade offers The Goudse the following advantages:

• The quality of implemented changes can be measured (based on the number of resulting incidents). Change Management can use this as control information;
• Problem Management can prove the results of structurally eliminating defects in the infrastructure in a SMART way. This leads to a reduction of the time needed for Incident Management;
• Efficiency increase thanks to a simpler work flow for problem solvers & other users of the Tool. As a result, less time is needed for routine activities;
• Communication boost with regard to functional administrators. They can stay informed about the status messages. This leads to a reduction of the pressure of work for the Service Desk and the back office;
• Ad hoc management information can easily be put together.

Why Inter Access?

After a RFI/RFP process, Inter Access was chosen from a selection of 4 parties, based on a good price/quality ratio.
 
http://www.goudse.nl