Dairygold Co-Operative Society choose Datawatch Visual|QSM to drive IT processes
Dairygold Co-Operative Society Limited, Ireland's largest farmer owned food company and multi-purpose agribusiness has implemented Visual|QSM from Datawatch to improve the ICT Support function by adding escalation, SLA monitoring and 3rd party monitoring.
Dairygold wanted a solution that would drive all aspects of the IT support processes and the management and authorisation process for change management and major ICT Projects. The Visual|QSM solution from Datawatch International fitted their business strategy. It met the stringent criteria set for functionality, ITIL processes, ease of implementation and cost. Visual|QSM is a suite of integrated software modules that comprises a base server system, an internet-based service management portal and a workflow engine for enterprise-wide process control. Datawatch utilises PRINCE2 to manage the resourcing and staging of activities and elements of ITIL are used for individual service modules.
The system was installed by Datawatch and was operational within 5 days. Using a central SQL server, web front end server and incorporating email integration, customisation was undertaken by Datawatch to Dairygold’s specific requirements, which means that 700 end users now have advantage of using the product with the web front end.
Martin Doyle, Infrastructure Manager at Dairygold comments, “Visual|QSM allows me to more effectively manage the support resources, allowing me to allocate the right level of personnel on calls, on a day-to-day basis. Previous to QSM we had no real way to ensure that all support calls to IT were being responded to, logged, tracked and managed against SLAs. QSM has allowed us to really ‘manage’ support calls and processes. All feedback from the users has been very positive, as they can now actively see the process of their calls. The end users have noticed a significant difference in the perceived levels of service from ICT Support, as they know that once a call is logged, it will not be ignored or forgotten.”
Visual|QSM helps an organisation by:
• automating business processes
• improving the efficiency and effectiveness of production
• real-time integration of internal, suppliers, business partner and customer processes
This leads to the effective management of business workloads, which improves efficiency of service as well as saving time and money.
About Datawatch Corporation:
Datawatch Corporation helps organisations easily access, store, distribute, transform and analyse information throughout the enterprise. From report management and analytics to data transformation and shared services to BPM, Datawatch Corporation provides solutions that allow organisations to fully integrate and leverage their existing sources of information. Datawatch products are used in more than 20,000 companies, institutions and government agencies worldwide.
Datawatch solutions are distributed in the UK by Datawatch International, Cardinal Point, Park Road, Rickmansworth, Hertfordshire, WD3 1RE. Further information can be found at www.datawatch.com.
Alison Hall, Public Relations
Tel: 07899 986932
Tel: 07870 279233
Tel: 01923 437669
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