- Case Study -

ASCO Implements Vivantio ITSM Platform Globally with Short Turnaround Time



Global oilfield support services leader achieves IT efficiency with Vivantio.





Industry | Manufacturing / Aerospace / Energy

  • Global leader in onshore & offshore Logistics and supply base management.

  • Working for many of the world’s leading oil and gas companies.

  • Inventory and materials management services.

  • Personnel, training and advisory services in offshore and onshore markets.






The Need

ASCO is an international oilfield support services business operating in various locations around the world.

The nature of the company’s business means ASCO operates 24-7 in some of the harshest environments in the world. This drives a high level of demand for IT services and systems that the company’s previous outsourced model struggled to deliver.

Following a review across the existing IT&S support services, a business case was approved to bring the IT services back in house. This process involved building a new IT&S team, defining and implementing new processes and procedures, selecting new solutions to support the launch of the new service and moving to a new headquarters at the same time.

This investment was made as part of a much wider significant development program that has seen ASCO replace all its core IT systems over the last 18 months, including a new ERP system based on Microsoft Dynamics and a new Integrated Logistics Management System.

A key element of this was to find a great ITSM solution that could be quickly implemented with the minimum of support and modifications. It would also need to be a cloud solution to align with the wider ASCO IT Strategy.

“The solution has been a great success and has supported a very successful launch of the new support service across eleven time zones around the world.”
- Jim Titmuss, ASCO Group


The Solution

ASCO evaluated four different solutions for IT service management products and ultimately chose Vivantio ITSM due to its flexibility in meeting their demanding requirements and short implementation window.

Vivantio’s highly configurable platform and flexible implementation team empowered the company to build out a sophisticated service management system with a very short turnaround time, quick enough to avoid any lapse in support for the organization and comprehensive enough to back field staff stationed across Europe, North America, Trinidad and Australia.

ASCO implemented a comprehensive set of ITIL processes – Incident, Problem and Change Management, plus separated Service Requests as part of the initial launch. It features a comprehensive self-service portal that properly introduced the new IT support department to all users around the world.

The solution was delivered with the help of Vivantio’s expert consultants in days and weeks, rather than months.

Now, the IT team is able to support the company’s operations more efficiently and affordably, regardless of location or time zone.

“We were very impressed with Vivantio’s product which was recommended to us by another ASCO supplier who had used the system for a number of years,” said Jim Titmuss, ASCO Group IT&S Director. “The solution has been a great success and has supported a very successful launch of the new support service across eleven time zones around the world. The license and commercial model also works very well for our operation. We would highly recommend the product to other organizations.”



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