About the Customer
Oceana Group is a fishing company in South Africa, incorporated in 1918, and its an important participant in the Namibian fishing sector. Oceana provided employment to 6 053 employees, of whom 4 765 are directly employed and 1 288 indirectly employed.
Scope and Challenges
Oceana Group has successfully implemented CA Service Management solutions to optimize their IT operations and raise customer service levels.
The company required technology that would improve service delivery to its users, and that could be implemented quickly. CA Service Desk Manager’s reporting capabilities allow the company to manage company performance levels and record changes made to the system.
Outcome and Implications
After implementation of CA Service Management solutions, equipped with an integrated view of all service requests in process, Oceana can quickly identify bottlenecks as well as persistent system faults, thus allowing IT to hone in on the root causes of issues.
CA Service Management also gives Oceana the ability to pinpoint—and thus reward—the high performers within the department. In addition, comprehensive reporting makes it easy to monitor the service provided by Oceana Group’s IT vendors.
Oceana Group is also planning to extend CA Service Management to its procurement, creditors and HR departments to help manage interactions with users more effectively.
“Global trends are seeing internal IT department’s position themselves as genuine service providers to the business, and no longer as cost centers.
Leading companies like Oceana Group are relying on CA Service Management to make this change successfully,
and establishing IT as a true strategic enabler of the business,” -said Gary Lawrence, managing director, CA Southern Africa.
“Improved service delivery and fast implementation is what we wanted – and it’s what we got from CA,” - said oy Hilton, Oceana Group’s Chief Information Officer.
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