Our client presents its SAP Solution Manager’s ITSM Solution implementation project
Cascades, Createch and Inventy are proud to have attended ASUG Ontario Chapter Meeting, which took place last June in Toronto. Their experience and expertise have been shared regarding the implementation of a new ticketing solution within Cascades’ IT Support Department, at this Ontario Chapter’s summer edition.
During this event, Martin Gauthier, Cascades’ Director of Business Solutions Integration, presented the SAP Solution Manager’s ITSM Solution implementation project within the IT Support Department.
He also explained how the implementation of this solution allowed Cascades to transform its IT Support Department and optimize its processes. In the context of shared services, Cascades IT Support’s Department took advantage of this project to move from decentralized (previously per business unit) to centralized operations. Plus, thanks to a service catalogue’s definition, IT Support does not receive incomplete requests from users anymore. Indeed, they must now fill up a guided, requiring all relevant information to properly process tickets.
Inventy and Createch have joined forces in a strategic partnership to accompany and advise Cascades in such a transformation project. Carried out over a six-month period, this project is a success: since the go-live, more than 300 IT Support Department technicians use this new ticketing solution every day, which is now compliant with the standardized processes.
Cascades is a leader in recovery and product package, as well as ecological tissues.
ASUG (Americas’ SAP Users’ Group) is a non-profit and independent worldwide organization aiming to create network opportunities, which also provides training to SAP solutions users. The Createch Group is indeed an annual sponsor for this chapter meetings.