Applicable have completed the roll-out e-Service Desk - ICCM’s industry-recognised Service Management solution. It has been deployed to help Applicable achieve ITIL® best practice processes as well as obtain ISO20000 accreditation.
Hadrian Fraser, Service Delivery Manager at Applicable commented: “ICCM’s e-Service Desk is a strategic addition to Applicable. It enables us to launch out of the box ITIL® best practice with minimal effort and outlay. It’s also the solution that’s most likely to ensure we attain ISO20000 accreditation.” Hadrian continues: “With our company’s rapid expansion plans we needed a solution that would reliably scale with the business. e-Service Desk integrates with our current and future systems unlike other systems we considered which couldn’t, despite their claims.”
“Applicable understands that e-Service Desk is much more than just a Service Desk for the IT department. With its underlying Metastorm BPM™ platform, Applicable will be able to utilise our solution to define companywide processes which will benefit the whole organisation,” says James Gay, ICCM’s Sales Director. “We’re looking forward to working with Applicable to help them reach their goal of ISO20000.”
e-Service Desk will be utilised by practically the whole organisation. Fraser believes that: “internal staff should be treated with the same efficiency as our external customers. e-Service Desk will assist us with this philosophy.” Applicable will be going live with Incident Management, Problem Management, Request Fulfilment, Change Management, Customer Self-Service Portal, Task Management and Service Portfolio Management, with a timeline in place for launching Availability Management, KPI, Configuration Management & Delivery Disciplines.
About ICCM
ICCM Professional Services Ltd. was originally established in the mid 1990’s to provide consultancy services to organisations wishing to improve their Service Desk function. ICCM realised most solutions on the market did not offer the level of functionality being demanded by the industry, and for that reason researched other technologies to deliver benefits over existing application vendors. ICCM identified Metastorm BPM® as an exciting process enabling technology that seamlessly delivers a high performing orchestration engine and web interface that ensures compliance and adherence to any underpinning process. This enabling technology incorporating ICCM’s e-Service Desk truly transforms the way in which Service Management applications deliver value to a customer.
Today, ICCM’s core objective is to provide revolutionary software and superior services to organisations aspiring to Best Practice Service Management. Rather than the legacy “application development” driven approach that many vendors in the market have adopted, ICCM’s forward-thinking approach blends their first-class Service Desk tool with the functionality of business technology in the form of Metastorm BPM®. This collaboration delivers unparalleled Service Management capabilities across all industries and business functions in almost every geographical region.
ICCM supplies Service Desk software created within Metastorms leading process improvement architecture. This collaboration delivers unparalleled Service Management capabilities across all industries and business functions.