Testimonials and Case Histories

This is a summary of the case study presented by the Italian Company Valsoia  at the CMDBuild DAY 2022, here below you can find the complete speech done at the event.

Valsoia is a food & beverage Company, born in 1990, with a project that was and still is to offer a complete range of plant-based products.
With the growing demand for IT services by business users, it has become necessary to look for an ITSM tool to support the provision of these services, in order to normalize the channels for sending requests and then manage these organically.
Valsoia focused -like many others- on the ITIL standards, thinking about the processes of Incident Management, Request Fulfillment and Change Management and how to apply these to their specific internal organization.
After that, a market analysis was carried out which led to the choice of CMDBuild READY2USE, liked in particular for the characteristic of having already implemented a pre-configured functional proposal, but being also easily customizable to adapt it to the specificities of each company.
The implementation project then began during the Covid lockdown, and this highlighted even more the advantages of having centralized, updated and available information for everyone, for example with the progress of tickets for users and with the knowledge base to support their resolution for IT operators.
This has led to better organization, knowledge sharing and faster responses to users.
Obviously, it also required internal growth of people, to whom it was explained how the above positive effects also require the willingness to work in a more structured way (use of a tool rather than direct phone calls to individual people, etc.).
In any case, the result was satisfactory for everyone, each user accesses his CMDBuild dashboard from which he can immediately know which are his open requests, what are the progress in management and the expected resolution times.
However, the project did not end with these results. For Valsoia, CMDBuild is a “living system”, in the sense that once the business support processes were fully operational, they focused on new activities that would help the internal management of the Information Systems, including:

• management of self-generated recurring tickets for the management of repetitive activities (software updates on clients and servers, GDPR compliance, audits, etc.);
  
• integration with dedicated tools for managing mobile devices (AirWatch MDM);
  
• populating of data relating to the mobile fees associated with the SIMs, the expiry dates of PC maintenance (useful for thinking about revamping plans), etc.
  

Ultimately Valsoia is fully satisfied with having chosen CMDBuild READYUSE and with how its own operators and end users are now working with it.