How Steria solved the 5 biggest problems
Managed Service Providers struggle with
in providing reporting services to their
clients.
Steria, like many large Managed Services Providers
struggled every day with the five following problems
when it comes to providing reporting services to
their clients:
1.
2.
3.
4.
5.
The need to understand HP Service Manager's
back-end data model and technology before
being able to create a single report.
Slow turn-around times for developing new
reports due to limited self service capabilities.
Lack of standardization that causes
inefficiencies .
Data to report from is not up to date.
Combining data from different sources is very
complex .
Company Profile
Steria delivers IT enabled business services and is the
Trusted Transformation partner for private and
public sector organizations across the globe.
By combining in depth understanding of its clients'
businesses with expertise in IT and business process
outsourcing, Steria takes on its clients' challenges
and develop innovative solutions to address them
efficiently and profitably.
Founded in 1969, the company employs 20.000
people, has offices in Europe, India, North Africa and
SE Asia and a 2012 revenue of €1.83 billion.
In 2007, Steria chose the HP Service Manager
platform to round off its STARS (Steria Advanced
Remote Services) offer in order to standardize and
automate the management of client service requests.
Based on a Global Delivery Model that includes on-,
near- and offshore skills centers, Steria has rolled
out this solution in 19 countries for 200 customers
worldwide.
A challenging environment requires a robust,
flexible and technologically outstanding reporting
solution supported by a trusted vendor.
At Steria, the need for a reporting solution is more
than a mere necessity; it is a strategic solution,
instrumental to providing Steria’s customers
worldwide with insight into the service management
processes governed by the STARS platform.
The choice for a reporting solution was hence
subjected to the most stringent requirements: the
ability to integrate seamlessly with HP Service
Manager; flexibility through self-service reporting;
the availability of best-practice start-up reports; and
a solution scalable enough to support an evergrowing customer base.
Westbury’s SMI: Steria’s solution of choice.
In search of a reporting solution, Steria turned to
Westbury on the recommendation of HP. Following
a meticulous evaluation of Westbury’s SMI reporting
solution, it became clear to Steria that Westbury
outperformed other vendors in terms of its
reputation, technology and capabilities.
“We were quick to recognize SMI as a best-of-breed
solution that meets all our requirements”, says
Patrick Bailly, IMSL Quality & Process Director at
Steria.
In particular, Bailly notes SMI’s tight integration with
HP Service Manager: “Integrating SMI with HP
Service Manager proved to be exceptionally easy,
and freed us completely from the need to understand
HP Service Manager’s back-end data model and
technology”.
Increased efficiency, higher performance and a
more standardized approach to reporting.
With SMI in its midst, Steria has made impressive
gains in its reporting initiatives. Patrick Bailly testifies:
“The results yielded by SMI exceed our expectations.
SMI’s self-service reporting capabilities have brought
us faster turn-around times in developing new
reports, while existing reports can be tweaked and
deployed rapidly to new customers joining our STARS
platform.
Moreover, we have been able to take a more
standardized approach to reporting as our customers
can pull from a library of predefined reports. Data
has never been more up-to-date, making near realtime reporting a reality”.
driving factors behind Steria’s decision to use SMI for
reporting across the enterprise:
“With SMI we now have a single solution for
operational reporting, not only for HP Service
Manager but for other applications as well. SMI has
proven to be robust, performing exceptionally well
under all circumstances.
When support was needed, Westbury’s support team
of highly knowledgeable professionals was fast to
respond. We are excited to move forward with SMI
as our business expands.”
About Westbury
Founded in 1998, Westbury is a leading provider of
operational reporting solutions for IT Organizations
and represents enterprise customers around the
globe.
The company pioneered the principle of Service
Management Intelligence, which puts the power of
self-service reporting in the hands of process owners,
IT managers, decision-makers, and those that need it
most.
Its SMI Suite is an integrated ITSM reporting
platform that transforms data into meaningful
information and improves processes and
performance.
Recently the company expanded its global footprint
into Asia Pacific, in addition to the US and EMEA.
Westbury is privately held with offices in Boston, MA
and Amsterdam, The Netherlands.
A leap forward: reporting across the enterprise
With the release of SMI’s latest version, SMI
transitions to an enterprise reporting platform
offering operational reporting for any application in
the enterprise.
For more information about Westbury solutions
and services , please contact us.
This transition has not remained unnoticed to Steria.
Already gearing up to hooking SMI into HP uCMDB
and a telephony application, Bailly mentions the key
USA
Phone: +1 (617) 252-0900
Email: info@westburyusa.com
http://westbury-it.com
EMEA
Phone: +31 (35) 582 1281
Email: info@westbury-it.com