ITIL Puts IT in the Driving Seat at Muller Dairy

Sostenuto software supports transformation

Chessington, 17 August 2010. Müller Dairy has announced a successful outcome for an IT transformation project which has spanned three years. The project has involved a change in culture and the introduction of proactive processes, in a comprehensive adoption of the ITIL framework, underpinned by Sunrise's IT service management software Sostenuto.

Head of IT Stephen Kane outlined some of the measurable benefits of his department's success, including the fact that the IT Service Desk's Key Performance Indicator performance now exceeds 99% on an average week. The department now also scores a phenomenal 4.5 out of 5 for user satisfaction over the average month.

Müller Dairy, which is one of the food industry's great success stories, is the number one yogurt brand in the UK, owing its success to its strong values and innovative approach. At the origin of the transformation was the recognition by Müller Dairy's Executive board that a shift was needed in the role that IT played within the business. Kane was brought in with a remit to introduce ITIL and place IT in pole position.

Steps were taken to create 'IT as a service', by designating business partners from within the IT department to interface with eighteen functional areas of the business. An ITIL based service desk bridging different areas of IT was established and software solution Sostenuto was selected to manage the processes involved.

"During the selection process," remembers Kane, "we started by looking at the enterprise solutions offered by large vendors such as SAP, CA and BMC, until the reality of the budget hit. Then we found Sostenuto, and by the time we'd carried out a thorough comparative evaluation, it became clear that Sostenuto offered a similar level of flexibility, but within a lighter, more manageable structure, and at a much, much lower cost."

"A few years on," he continues, "I can say that if anyone wants to understand ITIL, out of the box, at a great price, then Sostenuto is your solution, absolutely fit for purpose."

In the wake of Müller Dairy's success, a wider rollout of Sostenuto to the company's German sites, as well as in its distribution centres in Italy, is underway. Longer term plans to draw up a roadmap for ITIL v.3 mean that IT and the business will be even more closely bound together in future.

After years of hiding in the corner, IT is now seen as the most important function in the organisation, not only driving change, but also acting as a benchmark for other departments, where the opportunity to use ITIL principles is becoming increasingly attractive.

About Sunrise Software (
Sunrise was founded in 1994 and is a leading independent provider of IT Service Management solutions to internal and external facing customer operations.

Its customer base includes over 1,000 blue chip and public sector organisations, including names such as Anglian Water, Mothercare, the NHS, Harper Collins, Rugby Football Union and Arts Council England.

Sunrise is widely recognised for excellent service, and product innovation is key to its long-term vision. This is the strategy behind the launch, in 2003, of Sostenuto, a process driven, entirely browser based ITSM solution.

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For further information regarding Müller Dairy, please visit

Media Contacts:
Angela Steel
Marketing Director
020 8391 9000

Nick Spencer
(0)1276 487009

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