Export Development Canada – IT Service Management (ITSM) Solution

Export Development Canada - Infrastructure (ITSM, BSM, Remedy)

The Client: Export Development Canada (EDC) is a Canadian Crown Corporation whose purpose is to facilitate and promote the export of Canadian goods and services through the provision of insurance and financial services, and is located in Ottawa, Ontario.

Business Problem : The IT Client Services department at EDC was striving to demonstrate its value and improve customer service, but did not have a tool to capture performance data and report on it. EDC saw that UTOPIA, its Help Desk at the time, was not going satisfy its reporting or compliance requirements.

Solution : Emtec was chosen to implement their new ITSM system- Remedy. Emtec also provided ITIL skilled IT Service Management consultants and Remedy developers to help guide the project management, functional analysis, process mapping, and solution design and development.

Results : The EDC now has a 100% modular system designed to grow with the business; a solid support plan that has maintained 99.9% availability; and a sound basis for integrating all ITIL processes.

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