ADI searched for an actionable service catalog that could handle service requests and be the foundation for its service management initiatives. PMG was selected because it combines ease of use with a powerful advanced workflow engine and includes a vast library of connectors to other software applications. “We needed a self-service solution that would improve the user experience and automate delivery as much as possible–and PMG fit the bill,” stated Peter Forte, CIO at ADI.
Initially the company started with about a dozen services and spent “white board time” documenting and improving those processes, as well as getting buy in from employees around the globe. “We had the directive not to just automate what we do today, but to improve on it as well,” stated Doug Vogel, Communications Program Manager at ADI.
In December 2012, ADI launched the Service Catalog on a global basis. Leveraging PMG’s extensive library of connectors, the ADI Service Catalog integrates directly with Active Directory, Numara Footprints, SAP, and even Microsoft SCCM for automated software provisioning.
Today ADI’s service offerings include over 180 products and services, ranging from ordering, updating and moving computers and phones to granting network and application access. Using PMG’s graphical workflow engine, ADI has the flexibility to modify existing services or add new services as needed. “We wanted to automate and standardize the processes, but we didn’t want to over bake the service catalog and make it too complex to maintain,” added Duane Guenard, Program Manager for Service Management at ADI.