Overview Micro Focus’ service management team pro- vides the internal IT infrastructure, application and security services to all business units, serving over 14,000 employees. Delivering dozens of support and service functions and representing many internal stakeholder groups, this is delivered by a hybrid mix of an external managed services partner, and internal spe- cialist support teams, totaling over 150 agents. Challenge With many acquired companies in the Micro Focus® family, it was inevitable that multiple toolsets were in use to manage the IT service and support processes. Kim Evans, Integration Service Management Architect at Micro Focus, explains how that af- fects service delivery: “With over 10 different systems in use across our services, and over 5,000 support

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