List of VMware Service Manager Customers
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Since 2010, our global team of researchers has been studying VMware Service Manager customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased VMware Service Manager for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using VMware Service Manager for IT Service Management include: YTL Cement, a Malaysia based Manufacturing organisation with 10859 employees and revenues of $6.76 billion, Freshfields Bruckhaus Deringer, a United Kingdom based Professional Services organisation with 4959 employees and revenues of $1.84 billion, Department of the Prime Minister and Cabinet, a Australia based Government organisation with 1373 employees and revenues of $287.0 million and many others.
Contact us if you need a completed and verified list of companies using VMware Service Manager, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Department of the Prime Minister and Cabinet | Government | 1373 | $287M | Australia | VMware by Broadcom | VMware Service Manager | IT Service Management | 2011 | n/a |
In 2011, the Department of the Prime Minister and Cabinet implemented VMware Service Manager as its IT Service Management platform. The deployment served as a centralized IT Service Management solution supporting core ITIL-aligned business functions across the department.
Work concentrated on Incident Management, Configuration Management, Change Management and Service Level Management modules within VMware Service Manager. Configuration and customization work used SQL, JavaScript and HTML to tailor workflows, forms and reporting, and the Business Systems Analyst served as the subject matter expert guiding functional configuration.
Operational scope included requirements gathering and stakeholder engagement with directors, service owners and subject matter experts, aligning product usage with business requirements. The implementation reinforced workflow orchestration and configuration management database practices consistent with IT Service Management, supporting service owners and IT operations teams across the department.
Governance and rollout activities encompassed a strategic total redesign of the tool to address future departmental changes, documentation across project stages, user training and process analysis with improvement recommendations. This narrative links Department of the Prime Minister and Cabinet VMware Service Manager IT Service Management with targeted governance over incident, change, configuration and service level processes.
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Freshfields Bruckhaus Deringer | Professional Services | 4959 | $1.8B | United Kingdom | VMware by Broadcom | VMware Service Manager | IT Service Management | 2018 | n/a |
In 2018, Freshfields Bruckhaus Deringer deployed VMware Service Manager as an IT Service Management platform. VMware Service Manager centralized ticketing and call handling for onsite technical support across the London office supporting over 450 customers.
The implementation was used to log and manage incident and service request activity for hardware faults, workstation setups, network and WiFi issues, and hardware installs. The VMware Service Manager deployment supported endpoint provisioning workflows for new starters, including configuration of laptops, iPhones and iPads, and it tracked reimaging and staging of Windows 7 and Windows 10 devices for reuse and conference stock.
Operational practices show tickets and service calls were managed through VMware Service Manager while basic account changes were performed using Active Directory, and desk phone provisioning was handled via the firms backend phone system. The support team also used the toolset to monitor hardware stock levels and to coordinate ordering, and to schedule and document conference support and Internet cafe setups.
Governance centered on using VMware Service Manager to orchestrate IT rollout activities such as mobile device refresh and iPad rollouts, including scheduling customers, communication support, device setup, and end user training. The deployment positioned VMware Service Manager as the primary IT Service Management system supporting incident handling, service fulfillment, asset staging, and onsite support operations in the London office.
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YTL Cement | Manufacturing | 10859 | $6.8B | Malaysia | VMware by Broadcom | VMware Service Manager | IT Service Management | 2015 | n/a |
In 2015, YTL Cement implemented VMware Service Manager from VMware by Broadcom as its IT Service Management platform. The deployment was positioned to centralize ticketing and operational control for internal IT operations that support the parent company and subsidiary companies, with direct support for servers running VMware, Windows and Linux platforms.
The implementation focused on standard IT Service Management capabilities, including incident management for end user troubleshooting, IT asset management and audit capabilities, request fulfillment through a service catalog, change control for infrastructure upgrades, and a configuration management approach consistent with a CMDB. VMware Service Manager was configured to capture asset lifecycle data and to drive workflow-based ticket routing and escalation for on premise and field technical teams.
Integrations included direct operational alignment with the VMware virtualization estate and with Windows and Linux server management processes, and the platform was used as the coordination hub for systems integrations carried out by internal IT staff. Operational coverage extended beyond central offices into field sites where IT staff supervised CPE installation projects in Southern Peninsula Malaysia, including Melaka and Johor, and the platform supported coordination between site supervisors and central IT for those integrations.
Governance emphasized centralized asset audit processes, documented escalation workflows for incident resolution, and standardized procedures for system upgrades and integrations. Role based access controls were applied to separate central IT operations from subsidiary administrators, and the platform supported procedural consistency for troubleshooting, integrations, and ongoing infrastructure maintenance.
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