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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.

Looking at improving the processes of new IT deployment has become a best practice for most organizations, but one increasingly popular approach to support users is one that Domtar is not embracing is treating its users like customers when they call in for help. "Our approach is that all employees are working together for benefit of the business."

As paper is its core product, Domtar for all intents and purpose is a manufacturing company, said Meunier, and it has a diversity of applications that is higher than average, thanks in part to its history of mergers and acquisitions. Creating an account means accessing multiple applications, he said. "It adds complexity to the process."

Kevin Coppins, EasyVista's GM for North America, said Domtar is atypical in size for the upper mid-market customers the company targets. It has distributed users with enterprise-grade requirements, but is resource-constrained in terms of support. It also not unusual for EasyVista to encounter enterprises that have a lot of legacy applications. Healthcare organizations have applications that are 30 years old, for example. "The legacy applications aren't going away. Nor do they have to." The focus should be on the role those apps play, he said.

Easy Vista inhabits unique space in the market

According to Gartner, there are 500 ITSM suites on the market today, said Coppins, but only about 10, including EasyVista, are what he calls full suites, and half of them are from the big, traditional IT vendors, such as CA and BMC. He described EasyVista as a "pure play" in the space as others are looking to broaden even further.

Coppins said IT departments are under increasing pressure to be the leader in digital transformation. "They don't know where to start." EasyVista is helping by addressing obvious pain points, including little things that have a huge impact on the culture of an IT helpdesk.

When Domtar implemented EasyVista about three years ago, the main focus for organizations implementing ITSM tools was on total cost of ownership. "People are now more focused on the mobile side," Coppins said, noting that Domtar is just beginning to look at more of the mobile aspects.

However, mobile isn't just about devices, he said, it's more of a mindset that reflects the consumerization of IT as more people in the workforce realize and understand how they can do their jobs better with hardware and software and not have to do it in one particular place.

"We feel the world that is end-user driven," he said. "We believe ITSM is the onramp to becoming the digital workplace."

Source: IT World Canada


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