Case Study: Focal Point achieves faster, more transparent IT service and business alignment with Samanage

IT Shines Light on Business Objectives Through Service Management

Focal Point is a family‑owned, Chicago-based architectural lighting manufacturer whose two factories and a warehouse rely heavily on desktops, software and advanced printers to design, produce and ship luminaires. IT faced the challenge of improving asset visibility, tracking licenses and contracts, speeding service delivery and shedding a “black hole” reputation so employees would get timely, transparent support.

Focal Point implemented Samanage’s service portal, service catalog and automated workflows to centralize asset data, auto-assign tickets by category and give requesters real‑time status updates. The result was reduced ticket idle time, higher portal adoption and clearer communication, enabling IT to support ITIL change practices and keep ordering, production and shipping processes running smoothly.

Focal Point

Deona Ashline

IT Infrastructure and Operations Manager