Cireson Streams Increase Productivity in the Cloud for EACS

Instead of just upgrading to the next version of Microsoft Dynamics CRM, EACS evaluated a number of different solutions on the market before selecting System Center Service Manager as a replacement. Service Manager had the greatest potential to fulfill all of their requirements; however, as IT consultants who worked with the solution in the past, they were aware it had some weaknesses. With the help of Cireson and their internal teams, EACS could start to use and further develop Service Manager’s capabilities with great results. The increased performance of the system was one of the first benefits they noticed once the apps were up and running. Another important benefit was the ease of customization of various features. The automation capabilities of the apps were instrumental in helping EACS’ team speed up the incident resolution process. They also decreased human errors by eliminating many manual steps the analysts have to go through while resolving user requests in Service Manager. The biggest challenge for EACS was to deploy Service Manager and Cireson in the cloud. The IT team supports not only internal users, but also over 150 customers, which results in unique multi-tenancy issues, requiring the team to implement extra security measures ensuring data confidentiality. The investment required to deploy the infrastructure to Azure was reasonably competitive when compared to the alternative of purchasing new hardware and running it in their own datacentre. However, it was the flexibility that won the decision in the end.