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Customer Case Studies

Marval has been successfully helping organisations improve their IT support services across the world.
Find out how with our customer case studies:

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Axstores

Improve efficiencies, controlled processes and implementation of MSM saves Axstores a lot of headaches!

Just four years ago Axstores AB, one of Sweden's leading retail chains were managing their IT support services using post-it notes, spead sheets and other tools. Today, following the adoption of MSM, Marval's integrated IT Service Management software solution, the support team have not only achieved award winning status, but are saving the business both money and a lot of headaches.
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DXS International

DXS International embarks on service improvement journey with MSM

DXS International are providers of clinical decision support solutions to the healthcare sector through the proprietary DXS Point of Care platform. This platform integrates with patient record systems and delivers content relevant to the patient’s condition during the consultation, to assist healthcare practitioners with making informed decisions and diagnoses and by providing appropriate patient information. When the company tendered for a project with the National Health Service (NHS) in the United Kingdom they were awarded the contract with one of the requirements that they implemented an ITIL-aligned and ISO20000-based Service Management (SM) solution for reporting on service queries. DXS turned to Marval Africa and the MSM Expert tool to provide the solution.
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Jazz Air

Learn How to Fly - The Jazz Air ITIL Journey

Back in 2002, an exciting achievement was marked with the launch of a new name and brand, as Air Canada Jazz took to the skies. A wholly-owned subsidiary of Air Canada, this company was the result of the challenging and complex process of consolidating the individual strengths of four regional airline brands - AirBC, Air Nova, Air Ontario, and Canadian Regional Airlines.
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Land Registry

Land Registry win itSMF Service Management Team of the Year Award

The IT Service Management Team of the Year Award was presented to long time Marval customer, Land Registry. This prestigious award is given to the team that, in the judges’ view, have supported each other, and their customers, in providing inspirational service delivery, significant business benefits and demonstrates customer commitment above and beyond the norm.
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Leicestershire County Council

Successful SDI Accreditation for Leicestershire County Council helped by Marval

Like all government run agencies, Leicestershire County Council has a need and a responsibility to save money. The ICT service must not only meet this requirement but also has to deliver the highest level of customer support. In order to ensure that its services continue to be efficient and cost effective, it has undertaken a programme of service improvements, including: being accredited by the Service Desk Institute (SDI), being measured against the Government's Customer Service Excellence Standard, and adopting the ITIL® best practice framework. All these initiatives have been helped by the implementation of MSM service management software.
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MPAC

Rapid ITIL deployment, it can be done – MPAC’s ITIL journey

The Municipal Property Assessment Corporation (MPAC) was established by the Municipal Property Assessment Corporation Act for the province of Ontario, Canada, in 1998. MPAC’s main responsibility is to classify and value all property within Ontario for taxation purposes according to the legislation and regulations set by Ontario’s Minister of Finance.
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Nipissing-Parry Sound Student Transportation Services

IT Service Management principles and Marval MSM benefits student transportation services

Their role of Nipissing-Parry Sound Student Transportation Services (NPSSTS) is to manage and coordinate transportation services for its member boards. They service approximately 19,500 students, arrange transportation services, supply route descriptions to the operators, and coordinate payment for services provided. NPSSTS ensures the operation of 400 routes covering 850 runs, resulting in more than 26,000 kilometres travelled each day.They also monitor all safety issues that relate to student transportation.
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Oxford University Press

ISO/IEC 20000 - milestone for continued success at OUP

Long before computers, IBM and Microsoft and the cloud, thought leaders in Information Technology (IT) were emerging that would change the world forever. Oxford University Press (OUP) is one such organisation, which remains the largest, most successful university press in the world.
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QBranch

"Our ITIL® service improvement programme underpinned with MSM saves us £500,000 a year!"

As part of a strategic business review it was highlighted that QBranch needed a proven service delivery framework to support ongoing business initiatives and strategy. It was identified that the ITIL approach met the needs of the business. Many of the tools available in the market, claimed to support ITIL, but in the end Marval’s MSM proved to be the only solution that met our needs and delivered what it promised.
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Shrewsbury and Telford Hospital NHS Trust

Raising service requests using Marval MSM self-service - a key tool to support service improvement

The Shrewsbury and Telford Hospital (SATH) National Health Service (NHS) Trust, United Kingdom was formed in October 2003 following the merger of two former Hospital NHS Trusts. The Trust is the main provider of acute hospital care for almost 500,000 people from Shropshire, Telford & Wrekin and Mid Wales.
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Stockport Metropolitan Borough Council

MSM ITSM Software is a key tool for Stockport Council ICT in the drive for continual service improvement and efficiencies

Stockport Council is one of the ten Greater Manchester local authorities which form the Association of Greater Manchester Authorities (AGMA). Stockport Council provides a range of key services to 284,600 residents across a diverse borough. The services include education, social services, housing, planning and transportation, community and leisure services, environmental health, and finance. With a net annual revenue budget for 2011/12 of over £229m and full and part-time staff of almost 9,000 people, the Council is a major organisation and the largest employer in the Borough.
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Swedish Red Cross

New focus and introduction of MSM brings fantastic results for Swedish Red Cross

Before its transformation in 2010, the situation within the IT support department at Red Cross in Sweden was at its worst. There were many complaints, less than 10% of incidents were solved at the first line and from a total number of incidents received per month, the unsolved backlog was a continuous 50%. Adopting ITIL®, implementing MSM and establishing clear process and procedures has changed the focus within the IT department to understanding and delivering true customer service and not just a technical solution.
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The Scout Association

EuroJam

Imagine if you came into work one day and found you had no office, no desk, no phone, no network, no power, not anything except an open field and a few recently delivered porta-cabins. Within a few days, thousands of people would be arriving and expecting support services 24 hours a day. How would you manage such an event? Would you use ITIL® and IT Service Management (ITSM) principles? The Scout Association did just that.
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Townsville City Council

From reactive to proactive with Marval MSM self-service

Townsville City Council (TCC), Queensland, Australia has been using Marval MSM as their IT Service Management (ITSM) tool of choice for over six years. Graham Pemberton, service desk manager, states “When I joined the organisation just over two years ago we were using Marval’s client-server based ITSM product. After reviewing our future requirements it was clear we needed the flexibility of a fully web-based product.”
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