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Happy IT service desk staff keep Domtar’s diverse applications running

Gary Hilson | July 1, 2016
It has managed to keep users happy and reduced turnovers at IT help desk.

 

Frequent mergers and acquisitions has meant that Domtar has a diverse set of applications it must manage and provision, but it has managed to keep its users happy and reduced the turnover at its IT help desk.

The company has two divisions - pulp and paper, and personal care - with distributed employees across North America and Europe, 8,900 in the former and 1,000 in the latter. Michel Meunier, Domtar's Montreal-based VP of IT, and his team are responsible for supporting all Domtar staff, although its most frequent interaction is with those located on this side of the pond. And while the company does have service level objectives in place, it does not have formal Service Level Agreements (SLAs). For example, there's a set time frame for a user to be set up on a new laptop.However, he said, the calls to the company's service desk are quite positive these days, and the staff handling those calls are happier and there less turnover. Meunier attributes this stability to deploying Easy Vista for its

But the calls to the company's service desk are quite positive these days, Meunier says. The staff handling those calls are happier and there is less turnover. Meunier attributes this stability to deploying Easy Vista for its information technology service management (ITSM) requirements as staff are better equipped.

Where does the help desk turn for help?

But five years ago, things at the company's IT helpdesk weren't going as smoothly, he said. The concept of creating a service ticket was an issue. "People weren't phoning to get a ticket. They wanted resolution immediately." Domtar merged with Weyerhauser in 2007, and both companies had experience with outsourcing part of their IT support: Domtar with its infrastructure, and Weyerhauser with its service desk. "Both experiences were poor experiences," said Meunier.

The company has grown globally in large part due to acquisitions - five businesses in between 2011 and 2015, as well as the creation of the Personal Care division. Meunier said it was clear it needed a new ITSM platform when it was time to upgrade it the current one that had been heavily customized. "There wasn't a clear upgrade path."

Domtar ultimately went live with EasyVista in 2012 after an exhaustive RFP answered by 13 vendors that wasn't just about getting procuring a new ITSM tool, but transforming processes too. Meunier said EasyVista has been a good partner in that regard. Typical activity for staff is setting up new user accounts, terminating old ones, password resets and provisioning devices, he said. Forms through SharePoint are available to get processes started, but for the most part, EasyVista acts as Domtar's "ERP of IT."

 

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