Case Study: Macmillan Cancer Support achieves ITIL-aligned service transformation and improved support visibility with OpenText

Opentext Assure For ITSM Allows Macmillan To Easily Adapt To Growth And Changing Requirements

Macmillan Cancer Support, a UK charity with around 2,000 staff, volunteers and multiple locations, was hampered by paper and spreadsheet processes and an ITSM tool that could not scale. The lack of ITIL-aligned practices, poor reporting and limited visibility made it hard to track trends, resolve repeat issues or support the organisation’s rapid growth.

Macmillan implemented OpenText’s ITSM on a Business Process Management platform to introduce flexible, ITIL-aligned processes. The new system and self-service portal improved ticket differentiation, lifecycle management and reporting—reducing repeat incidents, speeding resolution and enabling better asset and cost planning via a forthcoming CMDB and service catalogue. The solution also proved reusable across departments (legal, HR, facilities) and strengthened the charity’s partnership with its vendor.

Macmillan Cancer Support

Andrea Kis

Service Delivery Manager