Grundfos – Global ITSM Design, Development & Implementation
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Transforming Business Service Management for Grundfos
Client Overview
The world’s leading pump manufacturer, with 19,000 employees in 80 locations globally. Grundfos IT supports and operates across all these locations, ensuring seamless technology-driven solutions.
The Challenge
Grundfos was facing limitations due to an outdated BMC Remedy platform for IT Service Management, compounded by disparate IT systems scattered across various business units. To drive operational efficiency, the company decided to implement a centralised shared services model. However, their existing technology couldn’t support the scope and complexity of this initiative.
Key business requirements included integrating service management for HR, Finance, IT, and five additional departments. A single, user-friendly interface for business requests was critical, and the Self-Service model was identified as the backbone for streamlining operations globally.
Grundfos operated in a hybrid infrastructure spanning on-premises systems and Azure Cloud. Their new solution needed to support significant global request volumes while efficiently managing assets like PCs, tablets, and mobile devices.
Leveraging their Enterprise Microsoft License, Grundfos sought to use Microsoft System Center Service Manager (SCSM) at no extra cost. Microsoft’s Product Team in Redmond recommended Cased Dimensions to conduct a comprehensive gap analysis to determine SCSM’s suitability for their needs.
Solution Provided
Cased Dimensions customised a solution to bridge identified gaps, delivering the world’s largest implementation of Microsoft’s Service Desk Technology within 12 months. The core elements included:
- Custom Development:
- Designed 12 product extensions to accommodate country-specific SLAs and hours of service across 60 countries.
- Aligned customisations with Microsoft Best Practices to ensure streamlined upgrades and simplified support.
- IT Service Desk Implementation:
- Designed, configured, and deployed the Service Desk to support the centralized shared services model.
- Enhanced Self-Service Capabilities:
- Introduced an advanced Self-Service Portal, ensuring employees provided detailed, structured information when submitting requests.
- Improved request routing, significantly accelerating resolution times.
- Expanded Self-Service support to HR, Finance, Supply Chain, and up to 8 other departments.
- Advanced Asset Management:
- Implemented a new Asset Management process, offering a global view of assets.
- Optimised resource allocation, reducing costs and identifying previously unknown assets.
- Collaboration and Knowledge Transfer:
- Managed a cross-functional development team based in Ireland and the Philippines to ensure timely delivery.
- Conducted on-site workshops at Grundfos’s Nordic headquarters to fine-tune requirements.
- Provided comprehensive documentation and training, empowering Grundfos to maintain and evolve the solution independently.
- Custom Development:
Microsoft Core Themes
- Scalability and Flexibility: Built on a robust platform that accommodates evolving global requirements.
- Operational Excellence: Centralised and standardised IT Service Management processes.
- Security and Best Practices: Solutions were designed to meet Microsoft’s stringent security standards.
- Productization: Productised components simplified future upgrades and minimised long-term support costs.
Impact and Results:
- Timely and Cost-Effective Delivery:
- Delivered on time and within budget, meeting all technical and business goals.
- Enhanced IT Operations:
- Centralised IT Service Desk streamlined processes across 60 countries.
- Increased Productivity and Cost Reduction:
- 80% of requests are now handled via the Self-Service Portal, doubling efficiency and cutting costs.
- Improved Asset Management:
- Achieved global visibility of IT assets, enhancing operational efficiency and uncovering cost-saving opportunities.
- Client Satisfaction:
- Niels Møller, Grundfos Service Desk Consultant, praised the project: “Cased Dimensions brought invaluable experience. They suggested improvements we hadn’t considered and helped us understand the benefits of integrated Asset Management.”
- Timely and Cost-Effective Delivery:
Client Selection Criteria
Grundfos chose Cased Dimensions for their:
- Expertise: A Microsoft-recommended partner with proven development expertise.
- Flexibility: Agile enough to adapt to specific needs, yet large enough to deliver complex solutions.
- Best Practices Alignment: Solutions were fully aligned with ITIL and Microsoft standards.
- Proven Track Record: Successful delivery of large-scale ITIL-based Service Desk implementations.
- Cultural Fit: Aligned values and a collaborative approach ensured smooth project execution.
Conclusion
Cased Dimensions transformed Grundfos’s IT Service Management through a scalable, centralised solution built on Microsoft System Center Service Manager. The project delivered lasting operational improvements, significant cost savings, and increased productivity, making Cased Dimensions a trusted partner in driving IT innovation.