SUCCESS STORY

E N T E R P R I S E I N F O R M A T I O N M A N A G E M E N T

Industry

Real Estate

Customer

Miller-Valentine Group

Challenges

n Difficult to give the business an accurate view of IT spend and IT infrastructure

n Need to change service offering by moving from a traditional IT funding model to a paid-for service delivery model

solutIon

n OpenText Assure™

BenefIts

n Moves beyond the status quo of traditional service management solutions by linking business processes to service desk delivery for IT asset management

n Supports and drives best-practice behaviors to performance indicators and requirements, in turn driving efficiencies in the management of the IT infrastructure assets and support functions

It service managementMiller-Valentine Group is a nationally recog- nized commercial and residential real estate company. Founded in 1963, Miller-Valentine Group understands what it takes to be suc-cessful in business. Miller-Valentine Group recently appointed OpenText to provide an advanced IT service management solution based upon Business Process Management (BPM) architecture. Michael Gutman, Vice President of Information Technology and Information Services at Miller-Valentine, comments on the challenges of delivering good-quality IT service management, deliver- ing ROI, and the appointment of OpenText:

“As an IT leader, it has historically been very difficult for me to give the business an ac- curate view of IT spend and relating this to the running of the IT infrastructure. In ord- er for us to do this, we’ve had to radically

miller-Valentine group realizes roI with new It service modelTransitioning to a paid-for service support model drives efficiencies and cost-saving opportunities

change our service offering to the business by moving from a traditional IT funding mod- el of head count budget allocation to a paid- for service delivery model from each of the business units we support.”

true It costs “Our IT department is now funded by the services we offer rather than a budget we’re allocated annually. This forces hidden IT support costs within the business unit to become visible to the whole organization. The subscription-based charge back sys- tem allows business unit leaders to identify cost-saving opportunities and to provide cost justification on any new IT outlay. With OpenText Assure™, we can now realize the importance of building our business ar- ound its needs, rather than building the bus- iness around an IT vendor.”

U.S. organizations are spending millions of dollars on IT service management, yet demonstrating a return on investment is proving a challenge. With the help

of OpenText, Miller-Valentine Group was able strategically align business processes with an appropriately integrated service desk delivery model to identify cost-saving opportunities and support required services efficiently.

SUCCESS STORY

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In discussing the appointment of OpenText, Gutman further adds, “We’d been search- ing for some time for a company that under-stood both service management and the needs of the mid-market to support our commodity approach to information tech-nology services. Finding OpenText was a goldmine on both points, and has given us a platform that will allow our services mod- el to mature to the next level.”

turnkey technologyOpenText Assure is a flexible turnkey tech-nology available as a ‘commercial off-the-shelf solution’ that is crucially underpinned by BPM architecture—a management

approach focused on aligning organizational effectiveness and efficiencies with integra-tion to technology. This allows organizations to support and drive best-practice behav-iors to performance indicators and require-ments, in turn driving efficiencies in the management of the IT infrastructure assets and support functions.

flexibilityThe flexibility of the BPM architecture of- fered by OpenText was also a key influenc-ing factor in the appointment of Assure by Miller-Valentine. “Miller-Valentine is a clear IT visionary and represents an emerging trend of moving beyond the status quo of

“We’d been searching for some time for a company that understood both service management and the needs of the mid-market to support our commodity approach to information technology services. Finding OpenText was a goldmine on both points, and has given us a platform that will allow our services model to mature to the next level.”

Michael GutMan, VP inforMation technoloGy and inforMation SerViceS, Miller-Valentine GrouP

traditional service management solutions by linking business processes to service desk delivery for IT asset management,” states Jennifer Troxell, SVP Marketing at OpenText. “Over the past few years, I’ve been told by many CIOs that their current service desk solutions are failing them be- cause they cannot economically support the business processes and services required. The appointment of OpenText Assure to Miller-Valentine in North America represents a clear demonstration of the value of BPM and the value OpenText brings to the pro- gressive vision of these organizations.” n

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