Nimsoft Service Desk is a pure SaaS, multi-tenant product for all aspects of IT service management. It helps customers coordinate service delivery and increase customer satisfaction—and can be configured to an organization’s specific needs without the cost and complexity associated with traditional code-based service desk customization.
Prior to deploying Nimsoft, Fortior Global was using legacy finance and ERP software for incident tracking. As the company began developing its new service portfolio it identified the need for a robust, cloud-based service desk solution that would support instant knowledge delivery.
“With clients spanning Australia, New Zealand and Malaysia, we needed a strong cloud-based solution for delivering information anywhere in real time,” said Paul Butterworth, General Manager at Fortior Global. “Nimsoft Service Desk supports our core, basic incident problem and knowledge base processes, while enabling us to create client-tailored portals that make it easy for people to find the information they need.”
Nimsoft Service Desk simplifies content management so Fortior Global can help ensure that the right information is readily available to its clients. Knowledge base articles can be queried from tickets or through a global search function. Clients can use the knowledge base as a resource for FAQs, how-to procedures, and to runbooks. In addition, because Nimsoft reports on the effectiveness of the knowledge articles, Fortior Global can improve its content.
“Our Nimsoft knowledge base benefits our clients by providing them with real-time answers, while driving down our support costs,” said Butterworth. “With support contracts in the millions of dollars, we expect the impact of Nimsoft Service Desk on our business to be substantial.”
The knowledge base is powered by more than 450 supported clients and more than 100 Fortior project controls professionals who contribute daily articles. Access through the cloud-based portal began in November.
“Customers today expect companies to provide fast, effective service online 24 hours a day, seven days a week,” said Chris O’Malley, Nimsoft CEO. “Nimsoft is enabling Fortior Global to do exactly that—and to do it more resource-efficiently.”
Nimsoft Service Desk is a component of Nimsoft Unified Manager, a multi-tenant IT Management-as-a-Service solution that combines industry-leading infrastructure monitoring and ready- to-use ITIL®-based service management capabilities.
About Fortior Global
Fortior Global was created following the merger of three project controls solution providers, Primavera Australia, PCS Pty Ltd and Project Management Solutions (Aust). These three organizations, each with more than 20 years’ experience, have developed integrated project controls for hundreds of projects in Australia and overseas. Fortior Global remains privately owned and is headquartered in Melbourne, with offices in Sydney, Perth and Brisbane. It has more than 1,300 clients across Australia and New Zealand and is the largest national provider of training, support, implementation and highly-skilled industry practitioners for integrated project controls.
Nimsoft provides integrated, IT management as service solutions for businesses and service provider customers globally, including 1&1, CDW, SoftLayer, SunGard Availability Services, Sur La Table, TriNet, and Virgin America. The company’s Nimsoft Unified Manager is an industry-leading solution that helps organizations easily monitor and manage IT services in increasingly complex business environments. Nimsoft solutions integrate with existing resources from the data center to the cloud, and are available on a pay-as-you-go basis. For more information, visit www.nimsoft.com.