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Customer Case Studies

Marval North America and Marval Group have been successfully improving organizations IT support services around the world.

Find out how with our customer case studies:

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Driving Forward: IT Service Management Benefits Student Trasnportation Services

Nipissing-Parry Sound Student Transportation Services

The Nipissing-Parry Sound Student Transportation Services (NPSSTS) is a consortium governed by a Board of Directors made up of a representative from each of the following four school boards in Northern Ontario: • Near North District School Board • Nipissing-Parry Sound Catholic District School Board • Conseil scolaire public du Nord-Est de l'Ontario • Conseil scolaire catholique Franco-Nord The team at NPSSTS devised a strategy to develop better streamlined processes, improve the management of their daily operations, and acquire software that would allow them to track and report on transportation issues and requests. They wanted to ensure that the system was robust and able to record incidents in a complex environment to mitigate the effects of incidents. A decision was made to procure and implement Marval MSM IT Service Management Software. Read More! Download the Case Study
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Rapid ITIL® Deployment – It CAN be done! MPAC’s ITIL® Journey in Review

Municipal Property Assessment Corporation

The Information Technology (IT) Department provides full technical support to MPAC staff, and product support to MPAC’s stakeholders (municipalities). MPAC required an ITSM toolset to introduce more automation and optimization; to provide an integrated solution that supports all IT related activities and the interactions of IT technical personnel with business customers and users; and to support an end-to-end service lifecycle. In summer of 2011, MPAC went out to tender for a more robust tool to support 10 ITIL® processes. Download the case study and learn more...
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Learn How to Fly - Jazz's ITIL Journey

Jazz Aviation LP

Jazz is truly Canada’s airline; they operate more flights and fly to more Canadian destinations than any other carrier. They are the only airline serving all 10 Canadian provinces and 2 territories. They operate approximately 800 flights weekdays to 84 destinations throughout Canada and the US. Jazz’s team of dedicated Jazz professionals is focused on providing safe, on-time, and customer-friendly flight experience. The adoption of ITIL aligned well with the corporate continuous improvement focus. Read more by downloading the Case Study in PDF format.
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Improve efficiencies, controlled processes and implementation of MSM saves Axstores a lot of headaches!

Axstores

Just four years ago Axstores AB, one of Sweden's leading retail chains were managing their IT support services using post-it notes, spread sheets and other tools. Today, following the adoption of MSM, Marval's integrated IT Service Management software solution, the support team have not only achieved award winning status, but are saving the business both money and a lot of headaches.
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Successful SDI Accreditation for Leicestershire County Council helped by Marval

Leicestershire County Council

Like all government run agencies, Leicestershire County Council has a need and a responsibility to save money. The ICT service must not only meet this requirement but also has to deliver the highest level of customer support. In order to ensure that its services continue to be efficient and cost effective, it has undertaken a program of service improvements, including: being accredited by the Service Desk Institute (SDI), being measured against the Government's Customer Service Excellence Standard, and adopting the ITIL® best practice framework. All these initiatives have been helped by the implementation of MSM service management software.
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"Our ITIL® service improvement programme underpinned with MSM saves us £500,000 a year!"

QBranch

As part of a strategic business review it was highlighted that QBranch needed a proven service delivery framework to support ongoing business initiatives and strategy. It was identified that the ITIL approach met the needs of the business. Many of the tools available in the market, claimed to support ITIL, but in the end Marval’s MSM proved to be the only solution that met our needs and delivered what it promised.
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MSM ITSM Software is a key tool for Stockport Council ICT in the drive for continual service improvement and efficiencies

Stockport Metropolitan Borough Council

Stockport Council is one of the ten Greater Manchester local authorities which form the Association of Greater Manchester Authorities (AGMA). Stockport Council provides a range of key services to 284,600 residents across a diverse borough. The services include education, social services, housing, planning and transportation, community and leisure services, environmental health, and finance. With a net annual revenue budget for 2011/12 of over £229m and full and part-time staff of almost 9,000 people, the Council is a major organisation and the largest employer in the Borough.
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New focus and introduction of MSM brings fantastic results for Swedish Red Cross

Swedish Red Cross

Before its transformation in 2010, the situation within the IT support department at Red Cross in Sweden was at its worst. There were many complaints, less than 10% of incidents were solved at the first line and from a total number of incidents received per month, the unsolved backlog was a continuous 50%. Adopting ITIL®, implementing MSM and establishing clear process and procedures has changed the focus within the IT department to understanding and delivering true customer service and not just a technical solution.
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EuroJam

The Scout Association

Imagine if you came into work one day and found you had no office, no desk, no phone, no network, no power, not anything except an open field and a few recently delivered porta-cabins. Within a few days, thousands of people would be arriving and expecting support services 24 hours a day. How would you manage such an event? Would you use ITIL® and IT Service Management (ITSM) principles? The Scout Association did just that.
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From reactive to proactive with Marval MSM self-service

Townsville City Council

Townsville City Council (TCC), Queensland, Australia has been using Marval MSM as their IT Service Management (ITSM) tool of choice for over six years. Graham Pemberton, service desk manager, states “When I joined the organization just over two years ago we were using Marval’s client-server based ITSM product. After reviewing our future requirements it was clear we needed the flexibility of a fully web-based product.”
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Oxford University Press

ISO/IEC 20000 - milestone for continued success at OUP

Long before computers, IBM and Microsoft and the cloud, thought leaders in Information Technology (IT) were emerging that would change the world forever. Oxford University Press (OUP) is one such organisation, which remains the largest, most successful university press in the world.
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