Clientele ITSM secures its first customer in Spain
Mproof, a leading provider of IT service management, customer support and self service software for the midmarket, announced today that Apser has implemented Mproof’s core IT Service Management product - Clientele ITSM, securing them their first customer in Spain. Mproof, who only very recently signed a partner agreement with Apser’s Spanish partner, Pragmatic, is delighted with the news. The managed service provider and ISO20000 company, Apser, selected Mproof’s Clientele ITSM to deliver better services to their customers, replacing their current tool, BMC’s Service Desk Express.
Apser offers design, deployment and management of advanced ICT platforms. Being a technology based company with good technical in-house knowledge, they were looking for a service management tool that they could align to their specific requirements and infrastructure. Their aim is to eliminate technological stress and simplify an ever evolving, often overly complex environment. They base the provision of their services on the following values; team work, transparency, honesty and proactivity. Following an evaluation of other vendor solutions, Apser chose Clientele ITSM for its ease of use, built-in functionality, training and support along with its flexibility and adaptability which meant that the system could be tailored to other service desks across the organization. Being a service led organization, Apser found Clientele ITSM to be the best fit for them.
Eduardo Bayon, Service Management Director at Apser, says “The introduction of a new ITSM tool is always a complicated task. The deployment of Clientele ITSM has required a lot of effort, because we had to adapt the information we had inside our previous ITSM tool. However, direct contact with the staff of Mproof and their willingness to include the relevant modifications that we requested, have been crucial for successful migration.
The features of Clientele ITSM that are enabling us to improve our daily work include:
- Standardization of CI’s allowing a faster and more detailed registering
- The ability to search within the CI’s parameters which is essential for faster searches
- The assignment of an incident to a customer with it’s own SLA based on the sender’s email as well as the ability to restrict the requests allowed to email addresses both result in a better petition control.
- Automation of mail templates, allowing us to communicate with customers in a more uniform and professional way.
- The ability to generate reports based on a criteria filter providing valuable information about security and capacity incidents
- The Business Intelligence module encourages our core business processes (IEC/ISO 20000)
We are confident that the choice of Clientele ITSM, has been a successful decision and we are aware that Mproof has many improvements in their backlog which will result in even more features improving our business as well as serving our clients.”
About Clientele ITSM:
Clientele ITSM provides a complete software suite integrating all the key IT processes outlined in the ITIL best practices. It enables customers to be "in control" of their service delivery and support by helping to align IT services to the business needs, typical to mid-sized organisations.
Although Clientele ITSM is extremely feature rich and easy to implement by default, its platform enables flexibility and allows for customisations without the worry of future upgrades.
Comprehensive reporting, trend analyses and performance intelligence functions complete the full ITSM suite, empowering all ITSM users with the information they need to excel in their field.
Customers benefit from more than 15 years of development and investment around Best Practice principles, providing guidance through the ITIL processes. Clientele ITSM's extensive customer base, which includes some of the world's best known brands, spans across a wide range of verticals and geographical markets. Clientele ITSM is Pink Elephant verified for the key IT processes and is available in 15 languages at no extra cost.
For more information please contact, www.clientele-itsm.com
About Mproof:
Mproof specialises and provides IT Service Management software solutions for the midmarket. From its headquarters in the Netherlands, Mproof supports their worldwide customer base to professionalise their services and align them to their changing business needs. We provide innovative technologies that empower our customers to become market leaders. Mproof, a Microsoft Gold Certified partner, was founded in 1997 and is a privately held company. Our global presence is further strengthened by a close cooperation with strong channel partners for product sales, implementation and support.
For more information, please visit www.mproof.com
Media Contacts
Gerben van Kesteren
Mproof International
+31 (0) 70-511 7006
g.vankesteren@mproof.com
www.mproof.com