Case Study: The Associated Press achieves 64% increase in service availability and faster ticket resolution with EasyVista

EasyVista Ensures The Associated Press Reporters Across the Globe Have the Technology Tools They Need

The Associated Press (AP), a global not-for-profit news cooperative with journalists in 263 locations across 106 countries, needed IT support that would never interfere with delivering breaking news. A very small Global Service Delivery team was charged with managing roughly 48,000 service requests a year and keeping reporters’ devices and services available around the clock.

AP deployed EasyVista’s ITSM platform (starting with Incident and Service Request, later adding Change and Knowledge Management) to streamline ITIL-based processes and reduce reliance on outside developers. The solution let the small team handle about 4,000 monthly interactions, increase service availability by 64% in a year, accelerate ticket resolution, lower total cost of ownership, and set the stage for a mobile-friendly self-service rollout to further speed support for field reporters.

Associated Press

Debbie Rusolo

Director of Global Service Delivery