MacRoberts
Service Management and Monitoring
Customer Need
MacRoberts occupies a position of leadership and prestige in the Scottish legal sector and beyond. This position has been maintained through the delivery of high-quality, innovative and practical solutions for clients, by a firm with an impressive ability to adapt to the contemporary commercial landscape
The Challenge
MacRoberts required a partner to design a solution that could deliver a robust and high quality Service Management Platform to shift away from ensuring the lights are on, to managing contracts and the performance and availability of services. Further to this MacRoberts requires a solution that aligns to ITIL and can handle incident and problem management.
Solution
PowerON designed a solution that leveraged PowerON’s Fastrack Deployment framework to deliver an Automated instance of System Center Service Manager to accelerate and drive the out of the box functionality. The delivered service gave MacRoberts a System Center Service Manager and Orchestrator instance pre-configured to best practices and ITIL Specifications, allowing the consumption and adoption of Service Manager to be rapid and efficient.
Benefits
The key benefits and capabilities seen include:
- Capabilities to manage and monitor incident and problem management
- Allow for change control abilities and governance across the estate
- Enabling users to have a self service approach to reporting issues
- Capabilities of managing and distributing knowledge
- Service Level Agreement management
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