Global Help Desk for Chemical firm

service desk software

November 30, 2010


Global Help Desk for Chemical Firm

The world’s leading producer of cobalt-based speciality chemicals has selected House-on-the-Hill’s SupportDesk ITSM service desk software tool for its global Help Desk. OM Group, Inc. is using SupportDesk to manage production issue resolutions and IT service requests internationally across 26 sites. Based in Cleveland, Ohio, it operates manufacturing facilities in the Americas, Europe, Asia and Africa.

We were looking for an IT Infrastructure Library-compliant, Web-based, highly-configurable and in-house-maintainable global helpdesk application, said IT Quality Assurance Manager Mike Huesman. House-on-the-Hill met our requirements and seemed to offer the best value for available functionality, sustainability and application support services.

OMG which supplies more than 4,000 customers in 50 industries worldwide and is also a leading supplier of nickel-based specialty chemicals, previously used a proprietary Lotus Notes-based helpdesk program maintained by a contracted consulting support group, with limited functionality.

Replacement options were evaluated in detail against helpdesk management and notification requirements, features and functionality, maintainability and long-term cost.

Benefits of installing SupportDesk from Manchester, England-based House-on-the-Hill are expected to include audit compliance, reduced long-term cost and improved functionality, Huesman said.

Practical advantages for OMG’s 2,000 global business end-users will include configuration maintainability and the automatic creation of new user accounts via an LDAP connector with Active Directory authentication, he added.

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