Domtar – ITSM Solution | Emtec

Domtar - Infrastructure (ITSM, BSM, Remedy)

The Client: Domtar is the largest integrated producer of uncoated freesheet paper in North America and the second largest in the world based on production capacity, and is also a manufacturer of papergrade pulp.

Business Problem : Domtar needed to scale their IT operations to handle the growth resulting from a merger and associated restructuring. This included successfully managing server growth from 290 to 720 servers, desktop growth from 1500 to 8400 desktops and network infrastructure growth from 365 to 1040 devices.

Solution : Emtec configured and deployed BMC’s integrated product suite - a key building block for service operations and service delivery. The solution combined Domtar’s existing investments in ITIL compliant processes with an integrated toolset to build a more robust and enterprise class Service Desk.

Results : The solution has provided Domtar the necessary infrastructure and service management tools to be able to gain efficiency within IT to be able to handle a significant increase in demand for in-service support. The solution will allow them to evolve their process framework and improve service on a continuous basis.

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