Translation Bureau, PWGSC – IT Service Management (ITSM) BMC Remedy Solution

Translation Bureau, PWGSC - Infrastructure (ITSM, BSM, Remedy)

The Client: Translation Bureau is a Special Operating Agency (SOA) within Public Works and Government Services Canada (PWGSC) that provides translation, interpretation and terminological services and products to the Parliament of Canada, the Judiciary, other government departments, federal agencies, and international organizations.

Business Problem : Their in-house service desk technology had become obsolete and could no longer respond to management and client requirements such as activity and performance reporting, remote diagnostics, priority escalation, change management tools and real time monitoring.

Solution : Emtec implemented an integrated suite of ITSM tools and associated processes that enable the Translation Bureau to provide an ITIL-compliant service management framework.

Results : The Translation Bureau now has a solution that can meet their challenging help desk requirements and can easily adapt, scale and grow with future ITSM needs.

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