Atlantic Lottery Corporation – IT Service Management (ITSM) Solution | Case Study

Atlantic Lottery Corporation - Infrastructure (ITSM, BSM, Remedy)

The Client: Atlantic Lottery Corporation (ALC) is a Crown Corporation with reporting relationships to the four Atlantic Provinces, and is the primary organization authorized to develop and market gaming products throughout Atlantic Canada.

Business Problem : As an integral part of an ITIL based Service Management initiative, ALC wanted to explore opportunities for technical infrastructure management and service management through the implementation of Enterprise-wide Systems Management solutions.

Solution :Emtec implemented BMC Remedy and Atrium toolsets to provide a consistent framework for addressing ALC’s immediate and long-term needs. The approach embraced the existing investment in tools already in place and overlaid a consistent, enterprise wide view of the underlying infrastructure at a business and service level, with essential aspects of incident, problem, change and configuration management.

Results : ALC has improved customer support through proactive infrastructure monitoring and end user access to incident and change request status. The implemented solution has provided staff much needed visibility into the business impact of operational systems and will greatly improve the value IT delivers to the organization.

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