Before the advent of Cloud Service Management, IPC’s service management system was highly resource-intensive, requiring three full-time developers to configure and manage an on-premise infrastructure with significant operational overhead. The IT department also struggled to implement fundamental ITIL processes across their IT organization. “We deploy releases into production twice a day, and it’s critically important for auditing requirements that we follow effective change control,” says Director of Application Development Fernando Mejia. “Our previous service management tool had change management processes in place that was difficult to configure and use, putting us at risk of service disruptions and noncompliance.”
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