Ford has selected the newScale RequestCenter system after a pilot of the service request management module offered by its service desk vendor.
The request management initiative is one of the strategic projects in Ford’s IT service management program. Ford’s objective was to implement a global service request management process to improve IT operational efficiency, reduce request fulfillment cycle times, and drive down costs.
This required a web-based self-service software system to streamline the input of all IT requests, track forecasted demand patterns, and analyze service request metrics to optimize fulfillment. The newScale RequestCenter is a Service Catalog that enables end users to submit a request, and monitor its fulfillment status. The portfolio includes newScale Service Request, newScale Request Fulfillment and newScale Service Request Libraries.
Jeff Lemmer, manager of global IT infrastructure services delivery at Ford, said: As a highly scalable and mature request management solution, newScale RequestCenter is ideally suited to helping us achieve our IT service management goals in the timeframe we required.
