Case Studies & Blogs
See how organizations use Marval MSM to address their most critical IT and Enterprise Service Management challenges
From Chaos to Order: Building a Self-Service Portal for a Complex World
Synopsis: In June of 2018, the ITS department acquired and began implementing Marval MSM software and ITSM processes including Incident Management, Request Fulfillment, Problem Management, Change Management, Service Level Management, Service Catalog Management, Knowledge Management, and Configuration and Asset Management. The primary support channels prior to MSM were phone and email, and a handful of web-based forms that generated a preformatted email. Overall use of self-service was less than 1% of all requests. Here’s how they improved this with Marval MSM. Read the Full Case Study
Beyond IT: Local Government Organization Deploys Enterprise Service Management Solution
Synopsis: The City of Ottawa employs approximately 15,000 staff offering 160 lines of business to residents including Public Health, Parks and Recreation, Community and Social Services, and Fire Services. With such a varied business client community dispersed across over 300 physical locations, the City of Ottawa’s IT Services (ITS) department
turned to an ITIL framework and the Marval MSM platform to manage the busy workload of supporting the corporation’s services. Read the Full Case Study
How We Serve our Employees and Stakeholders: A Journey with HR at UCDSB
Synopsis: Like many organizations, having a common platform for employees to get answers to their questions and seamless flow of information between HR and IT was important. With separate systems at UCDSB, there were situations where an employee may call the wrong department, and this presented a need for a system that could seamlessly transfer requests for service between HR and IT. Collecting metrics and customer survey responses were equally important so that the HR and IT departments could continue to improve their service standards, and this was another key driver. Here’s how they streamlined service delivery using Marval MSM. Read the Full Case Study
Aviation Leader in North America Starts Its Journey to Improved Customer Satisfaction with Marval MSM
Synopsis: The adoption of ITlL-aligned processes with the corporate continual improvement focus was the main goal of Jazz Aviation LLP, the subsidiary of Air Canada. Jazz had adopted Six Sigma in 2002, and in 2007 began incorporating the concept of “lean management,” focused on waste reduction. Prior to making any changes in their processes, Jazz employees (end users) were surveyed to get their views on how IT support services were delivered. That survey showed only 9% of the end users were very satisfied and 36% indicated that they were either dissatisfied or very dissatisfied. It was clear there was room for improvement. Learn how they did it with Marval MSM. Read the Full Case Study
Transport Organization in Canada Improves Productivity & Efficiency with Marval MSM
Synopsis: The team at the NPSSTS devised a strategy to develop better streamlined processes, improve the management of their daily operations and be able 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. Read the Full Case Study
BLOGS
Transforming Municipal Management with Marval MSM
As Canada’s municipalities grapple with a myriad of challenges at the local level, it’s evident that innovative solutions are needed to navigate fiscal uncertainty, ageing demographics, rapid urbanization, and a lack of authority and accountability. Let’s examine how Enterprise Service Management (ESM) software can be a strategic ally for municipal corporations, addressing these challenges head-on. Keep Reading