Founded in 1933, illycaffe is in the business of coffee. illycaffe's sales grew over 8% from 2003 to 2004, and they continue to grow. This means more employees, more distributors and an increasingly complex IT infrastructure that needed to accommodate a significant rise in demand. Naturally, this growth called for more IT support. Recognizing these factors early on, illycaffe launched a Business Process Reengineering (BPR) operation in 2001 to plot the firm's future software architecture and extract maximum business value from its current IT investments. During the BPR, the introduction of new Sales Force Automation (SFA) and Enterprise Resource Planning (ERP) applications drove the need for 24/7 service availability. After carefully examining various solutions, illycaffe selected CA's service management solution.
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