Crédit Foncier implements PS'Soft service desk system
09 January 2008 | 1750 views | 0
PS'Soft, a global provider of IT asset and service management solutions, today announced that Crédit Foncier, a credit institution with revenues of $36.6 billion dollars specializing in real estate and asset financing for more than 150 years, has deployed PS'Soft Service Desk solution for standardizing incident and problem management processes across the enterprise and its subsidiaries.
The deployment enables Crédit Foncier's IT Services Department (ITSD) to establish ITIL-compliant IT services that reduce service costs, improve staff productivity, and accelerate incident resolution time.
"We wanted to meet each division's specifications as closely as possible, and not be limited by the product's capabilities," said David Le Broch, manager of the Workstation and Application Server Department at Crédit Foncier in France. "The PS'Soft solution was very open and in keeping with what we were looking for. It enables us to configure a solution that adapts to our precise needs, and not the other way around."
PS'Soft Service Desk was deployed within 30 days and streamlined IT incident management processes. Previously, six different tools were used by seven call centers and incidents were resolved by nine groups with their own knowledge bases and communication systems. Now, with PS'Soft Service Desk, incidents across the organization are recorded in a single centralized repository, and can be accurately tracked to resolution. Incident histories and deeper levels of incident detail can be captured, which facilitates accurate communication between different organizations working toward resolution. Crédit Foncier ITSD has improved service levels and controlled costs with the new solution. Crédit Foncier now plans to deploy a service catalog from PS'Soft that will enable business users to easily order IT hardware, software, and services.
"Many IT organizations are currently managing incident reporting and resolution with a proliferation of tools and processes that have accumulated over time," said Stéphane Lhenry, CSEUR sales managing director at PS'Soft. "By carefully detailing its specifications and aligning them with ITIL best practices, Crédit Foncier has realized significant improvements and efficiencies. We are pleased to be chosen as the company's service desk platform."
PS'Soft Service Desk delivers integrated call, incident, and problem management based on ITIL standards, with easy configuration to an organization's unique processes. It includes a robust Knowledge Base, as well as powerful self-service features that allow users to report incidents, find solutions to their issues, and make requests via the Web.