SLA Management Software from Digital Fuel Adopted by Leading European IT Service Provider Computacenter Services
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SAN MATEO, California, October 1 -
ServiceFlow BSM Solution Ties Into Service Provider's Existing Remedy System, Provides Efficiency and Success for Desktop and Data Center Service Delivery
Digital Fuel®, the leader in customer-facing Business Service Management (BSM) software solutions, today announced that Computacenter Services (part of the Computacenter Group), a leading European provider of IT infrastructure services to large corporate and public sector organizations, is implementing the ServiceFlow(TM) SLA Management software to support the service provider's Shared Services Factory initiative, which aims to enhance the customer experience by continuously raising service quality and ensure best practice such as alignment with ITIL® version 3.
Computacenter Services Raises the Bar with SLA Management Software
"To raise the bar in the commitment to deliver quality to our customers, we needed a single solution that would use information from our existing service management systems, such as Remedy and several other monitoring tools," commented Adrian Hodder, Managed Services Operations Director with Computacenter Services. "We selected the ServiceFlow solution to bring everything together in a single record of customer obligations and automate service delivery processes to meet those obligations all through a functionally-rich end-user experience."
Computacenter Services' selection of the ServiceFlow BSM solution was based on its SLA Management business application capabilities including the unique visual modeling environment, which enables the team to model each customer's business service obligations, pre-emptive alerts, escalation processes and reporting in a fast, dynamic and visual manner without programming or scripting. ServiceFlow allows a rapid startup for each new customer and is easy to maintain across all customer implementations through its intelligent approach to reuse. Computacenter Services will also benefit from the software's ability to demonstrate governance and management control in accordance with the ITIL methodology.
Also significant for the Computacenter Services team in choosing the Digital Fuel solution was the company's demonstrated commitment to support its customers in every way.
"Not only was Digital Fuel able to tick every box in our fairly lengthy list of requirements due to the capabilities of ServiceFlow, they demonstrated their willingness to ensure that we, as a customer, were going to get what we required to succeed," added Hodder.
Service Level Management Solution Incorporates Best Practices
Once Computacenter Services selected the ServiceFlow BSM solution, Digital Fuel applied its proven methodology to help the organization quickly become self-sufficient with in-depth knowledge of the ServiceFlow software and methodologies. This enables Computacenter Services to further develop internal best practices for service level management and share them in an automated fashion within the service management team. All the while, the Digital Fuel team remains poised to assist Computacenter Services at any point should the need arise.
"Digital Fuel believes in creating true partnerships with all of its customers, as demonstrated in the successful engagement with Computacenter Services," said Yisrael Dancziger, President and CEO of Digital Fuel. "Through solid relationships with such market-leading service providers, we enable the incorporation of our ServiceFlow solution in ways that improve their service offerings, lower their cost to serve and deliver increased business value to their customers."
About Digital Fuel
Digital Fuel Technologies, Inc. is the leading provider of customer-facing Business Service Management (BSM) software for IT, Telecommunications, HR, F&A, and other service management applications.
Digital Fuel has the largest BSM deployments in the world for SLA management, service catalog, and service financial management, with thousands of concurrent users, business services, SLAs, KPIs, metrics, cost formulas, and pricing rules. The company's ServiceFlow software manages billions in IT and other business services at companies and governments around the world such as Atos Origin, British Telecom, Capgemini, Cisco, Computacenter, CSC, Cummins, General Electric, IBM, Nestle, O2, Procter & Gamble, Siemens, SITA, Telefonica, Xansa and many others. Digital Fuel is headquartered in San Mateo, California, USA, with offices across North America and Europe. Learn more at www.DigitalFuel.com.
About Computacenter
Computacenter is a leading European provider of IT infrastructure services. To help our customers maximize the value of IT to their businesses, we offer services at every stage of infrastructure investment. We can advise customers on their IT strategy, implement the most appropriate technology from a wide range of leading vendors and manage elements of their technology infrastructures on their behalf. At every stage we help them minimize the cost and maximize the business value of their IT expenditure. Our clients are served by a network of branch offices across the UK, Germany, France and Benelux and, through our international partners, at locations across the globe.
About Computacenter Services
Computacenter Services is part of the Computacenter Group, Europe's leading independent provider of IT infrastructure services. It oversees a range of managed and support services contracts as well as implementing transformation projects for major corporate and government organizations, with service offerings extending from users' desktops to organizations'
network infrastructure and data centers. Computacenter Services recorded
GBP267 million of revenue in 2005 and employs over 3,000 people across the UK and Europe, including an international helpdesk in Barcelona.
Media Contacts:
Bob Stockwell
Digital Fuel
Tel: +1-650-524-2541
Tessa Freeman
Computacenter Media Contact
Tel: +44-(0)1707-631514
Source: Digital Fuel
