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With such a large user base and diverse infrastructure to support, BASF IT Services faces a massive service management challenge. The company handles 55,000 incidents, 12,000 changes and 15,000 service requests every month. To ensure its service desk can provide a fast response, the experts of BASF IT Services are always searching for solutions that help to streamline and automate processes. BASF IT Services has been using CA Service Desk since 2000, and in 2008 upgraded to a newer version of the solution. As part of the migration, BASF IT Services created a series of automated workflows for request, incident and change management.
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