Wood Group IS takes service desk to cloud

Service provider following its own advice

Moving its service desk to the cloud has been a breeze so far for Perth based Wood Group Information Solutions (WGIS), the external IT service provider of energy services company, John Wood Group.

The company is implementing BMC’s on-premise Remedy OnDemand service management offering. It employs 40 consultants.

WGIS Information Services general manager Frederic Drouin said the implementation will not go live until mid October.

“I am familiar with software as a service and Remedy so I’m quite comfortable with moving our service desk to the cloud.”

He chose BMC after conducting two months of research into software as a service (SaaS).

Drouin said that it was using a spreadsheet to keep track of IT services.

“We wanted to meet our (customer) service level agreements so we needed a mature tool accessible in the cloud that meets customer requirements," he said. "One of the services we offer to client is cloud migration advice so we’re a big promoter of the cloud.”

He also said that keeping infrastructure costs down was part of its move to SaaS.

“We didn’t want to own the infrastructure, just have something we could use quickly,” Drouin said.

Wood Group Information Solutions is going to trial two customers on the service desk.

Drouin would not say who the clients are.

He said the group wants to work more closely with BMC in the future.

“BMC are fine with our staff maintaining the service desk," he said. "We want to be a local partner with the vendor in Perth to solve other customer service desk problems.”

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