Profile:
RR Donnelley is the world's premier full-service provider of print and related services, including document-based business process outsourcing. Founded more than 140 years ago, RR Donnelley now has more than 60,000 employees worldwide.
Challenge:
With major recent and planned acquisitions, the business demand for IT services is continuing to increase at RR Donnelley — and the IT organization must be prepared to meet that demand.
Solution:
To gain control over IT demand and improve IT's credibility with the business, RR Donnelley's CIO wanted "one face" to their business customers. They selected the newScale Service Catalog solution to manage all IT demand — including both service requests and project requests.
Results:
- A single point of contact for all IT services — with integration to fulfillment systems including HP service desk and their project portfolio management tool.
- Configuration and maintenance of the Service Catalog is done by the service owners — without relying on programmers.
- More control over the entire request lifecycle for both projects and services, including approvals and status updates.
- Greater visibility into overall IT consumption, with a consolidated dashboard and in-depth reporting for demand management.
