Case Study: Domtar achieves centralized worldwide IT service delivery with EasyVista

Domtar - Customer Case Study

Domtar, a leading North American paper manufacturer with about 9,000 employees and a global footprint, needed a modern, centrally managed IT service platform to support a large IT organization (≈250 staff) and sister business segments. Their legacy tool was costly to customize and hindered agility; Domtar required a web-based, ITIL‑ready solution that supported multiple languages, flexible deployment (SaaS or on‑premise), easy no‑code configuration, and better self-service for a mobile, consumerized workforce.

After evaluating 11 vendors across 600 criteria, Domtar selected EasyVista, which delivered a 100% web-based, configurable ITSM platform deployed in phases (starting with incident, problem, CMDB, asset and change management). The rollout provided a service catalog and mobile access for requests anywhere on any device, simplified personalization and automation, improved user experience and productivity, and reduced the need for expensive customizations.

Domtar

Benoit Tessier

IT Service Management Leader