Challenge - Improve processes and management reporting capabilities SRUC was using a call management system that no longer provided the depth of functionality they required within the organization - they had the ability to log, assign, process and close IS related calls, but not the capacity to provide adequate reporting for management in order to analyze progress or inefficient areas. It was essential that SRUC find an IT Service Management (ITSM) tool that would manage their incidents more efficiently and that could provide detailed management reports. In addition, the tool needed to be fully aligned to ITIL, encompassing all disciplines, as this would allow the organization to establish firm procedures for Incident, Problem, Change, Configuration and Business Continuity Managemen

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