In conjunction with OSCOSM consulting services, INET BFA has concluded the first phase of its IT service management improvement program. The overall project goals were to improve management control, overall IT service delivery and align to good practices such as ITIL.
INET BFA is Africa’s leading provider of financial data feeds and analysis tools; and covers African and global share prices, as well as company information including annual reports, financial statements and more.

Using open source OTRS, OSCOSM worked with key INET BFA stakeholders to implement Incident Management and Service Catalogue Management processes which along with automated SLA’s provided an end-to-end service orientated approach to managing incidents and requests.

Clinton Bruigom, founder of OSCOSM, says: “The new ITSM capability sets a solid foundation for INET BFA to further enhance their service delivery objectives while ensuring that management information is significantly enhanced allowing for better reporting capabilities.”

Randall Blommetjies, service desk manager at INET BFA, says: “While skeptical at first to use an open source platform, I was pleasantly surprised at the robustness and ease of implementation of the open source OTRS system.”

The project, which now turns towards the change management implementation, will begin to build an integrated tool capability across the various ITIL processes.

In addition, due to OTRS’s ability to handle business processes as well, additional functional areas such as sales or facilities can be easily consolidated into the same system and request process.

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