The opinion of some users of CMDBuild, CMDBuild READY2USE and openMAINT.
Valsoia
Founded in 1990, Valsoia operates in the health food sector, offering a comprehensive range of plant-based alternatives distributed in Italy and several European countries.
As the company grew and the number of requests handled by the Information Systems team increased, the need emerged for a more structured and traceable IT service management model.
The challenge
Growing business needs had made the management of requests addressed to the IT department increasingly complex. Shared procedures, clear responsibilities and greater visibility into request status and processing times were required.
The objective was not merely to collect tickets, but to organise Incident, Request and Change management through dedicated workflows and more precise classification criteria.
The selected platform also needed to provide the flexibility required to support the future development of the IT function.
The solution
Valsoia selected CMDBuild READY2USE, initially adopting it to structure Ticket Management and make interactions between users and the IT department more traceable.
Once request management had been consolidated, the project was extended to centralise the main technology-related information. Tickets, assets, software, services, suppliers and infrastructure components can now be consulted within a single environment.
The platform’s configurability allowed the IT team to develop numerous enhancements internally, involving the partner primarily for integrations and specialist customisations.
Benefits
The project transformed CMDBuild READY2USE from a ticketing system into a core operational platform for the IT department.
The centralisation of data improved request traceability and visibility across the company’s technology environment. Automatic data acquisition from source systems also reduced manual input and helped keep the asset inventory up to date.
Today, the platform supports more than 1.000 tickets per year and contains information on over 700 assets, following a six-year evolution journey.
The future
Valsoia plans to further enhance CMDBuild READY2USE as the central platform for managing IT processes, progressively extending its scope and increasing the level of automation.
The goal is to consolidate an increasingly integrated system supporting IT service management and governance. To explore the journey, integrations and results in greater detail, download the full case study.