A search for greater flexibility
Credendo decided to look for a new service management solution as its old tool, SysAid, was lacking in flexibility and automation functionalities. Credendo also found that it lacked support for SIAM, mainly in the measurement of SLAs and OLAs.
The insurance group involved all relevant staff in the selection of a new ITSM/SIAM solution, from the CIO, to the Service Desk staff, support teams and the end-users. As part of the selection procedure, Credendo also considered ServiceNow, TOPdesk, SAP Solution Manager and JIRA ServiceDesk.