The Agfa-Gevaert Group is one of the world's leading imaging and information technology companies. Agfa needed to provide its staff with world-class IT service management. Secondly, the fragmented approach they had in place made it difficult to support their geographically dispersed organization, accurately measure the performance, and consolidate the reporting methodology. To overcome these challenges, the Global Information and Communications Support (GICS) organization created SPOC, that is, single point of contact, for each region. GICS selected components of the BMC Remedy Service Management family. The application introduces processes based on IT Infrastructure Library (ITIL) best practices to help Agfa manage its IT assets across the lifecycle from procurement, deployment, and maintenance to support and retirement.
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