Case Study: Natixis Global Asset Management achieves automated business services and nearly 50% self-service adoption with Heat Software

Natixis Global Asset Management Automates Business Services with Heat Service Management

Natixis Global Asset Management (NGAM), a top‑15 global asset manager with offices in Paris, Boston, Tokyo, London and San Francisco, needed a more agile IT infrastructure to support fast‑moving markets and automate business workflows across IT, human resources and finance. The firm wanted to speed service delivery, centralize employee provisioning, enforce rigorous change controls, and reduce reliance on phone and email requests.

NGAM migrated from HEAT Classic to HEAT Service Management, using self‑service, knowledge, business process automation and change templates to build forms and workflows without heavy developer effort. The result: nearly half of request‑fulfillment tickets now come through self‑service, phone and email requests have dropped, change management is more consistent and auditable, provisioning is centralized in one database, and teams report faster, more efficient service delivery.

Natixis Global Asset Management

Marina Shereshevskaya

Manager of IT Governance