Cambridge University Press improves its Service Management culture

Marval, the single-source supplier of IT Service Management (ITSM) software, consultancy and education has welcomed Cambridge University Press to its list of customers benefiting from using its products and services.

Implementation of MSM v12, Marval’s 100 percent web based software solution was commissioned by Cambridge University Press as part of its strategy to deliver IT Service Management within the business, that conforms to the ITIL worldwide best practice framework, in order to provide its customers with a better, more efficient and cost effective support service.

Andrew Taylor, service operations manager, technology at Cambridge University Press, explains, “Cambridge University Press was looking for a provider to work in partnership with, while we matured our ITIL processes, and Marval has given us much needed support. The patience, professionalism and advice provided by everyone at Marval who worked on the project have proved invaluable. MSM has given us a software solution which fully supports our processes and we look forward to working with Marval in the years ahead as we continue to grow our global service management processes.”

Phase one has been implemented within planned and agreed timescales and to budget. Key business and operational benefits, identified by Cambridge University Press, that the implementation of MSM v12 will provide include:

-          A fully integrated solution covering: incident management, service request and task management, change and release management, problem management, service level management, service asset and configuration management.

-          Access by support staff located across the globe.

-          A web self-service portal that will generate faster incident resolution paths, speeding up the restoration of service operations and minimising the impact on the business.

-          Improved visibility of incident and problem status through the use of dashboards and reporting tools, enabling the service desk to manage priorities and communicate to resolving agencies and affected parties when agreed operational service levels are in danger of breaching.

-          Data trend analysis that will enable the service desk to quickly identify problems, resulting in reduced service disruption.

-          Tailored control workflows and task dependencies which will enforce security in the change control process, reducing the impact of change related incidents upon the quality of service.

-          Task automation that will accelerate and ensure the consistency and accuracy of the service management process execution, through the use of standard workflows and refined processes.

-          Information made available to the end users that will allow them to see and leverage existing knowledge with the aim of reducing incidents and requests for the service desk to handle.

Marval’s ITSM software solution, MSM, is certified as ITIL process compliant to gold level under the Cabinet Office ITIL Software Scheme and assessed by PinkVERIFY – to the maximum 15 process.