The Bureau of Information Resource Management (IRM) within the US Department of State is building a shared services IT infrastructure for the other organizations within their bureau to utilize.
This platform consists of the full set of BMC ITSM applications, including SRM and Analytics. While setting up this infrastructure, IRM realized that they needed a solution to integrate the non-IT based organizations into their infrastructure – which is why they looked at Column's Case Management system. The goal of IRM to have all non-IT bureaus and organizations on the Case tool for their ticket tracking needs including HR, Payroll, HR Application Support, etc. IRM selected Column Case Management for the Information Assurance group and for the Global Financial Center. The opportunities at the US Department of State are exponential as we explore additional organizations that are candidates to eventually move on to Column's Case Management system.