myBrand gets ISA 3402 cerification with help of Service Desk Software solution IncidentMonitor™

myBrand is an SAP consulting organisation that began in 2004 providing SAP solutions to companies. Organisations using SAP need a long term relationship with a reliable partner who offers flexible, integrated service, delivered by experienced consultants who can translate real time business to process, and can support the organization technically and functionally during and after implementation - all at a competitive price. myBrand offers clients
a refreshing, pioneering, proactive approach to SAP services.

The Challenge: Due to growth, myBrand had reached capacity on its current system of managing service requests from both external and internal customers. In addition, external customers had requested myBrand become ISA 3402 (also known as SAS 70) certified.

Choosing the Right Service Desk Software Solution

When NL-based SAP consulting firm myBrand set an objective to select an enterprise-wide service desk software solution, the decision was created by two important factors. First, given the strong and steady growth of the company, the implementation of a service desk software solution had become vital to the future success of the company. Second, customers had requested that myBrand achieve ISA 3402 compliance (also known as SAS 70), a certification that required detailed reports that could be generated by the right service desk software solution.

In 2010, myBrand had reached capacity on its current system of managing service requests, particularly those from external customers. “We knew our current tool did not support certain crucial Key Performance Indicators (KPIs), and we needed a more formal system
to ensure we met our Service Level Agreements (SLAs),” explains Mr. Weijs.

The second factor was a request from some of myBrand’s customers to become ISA 3402 certified. This customer request was top priority for myBrand. As noted by a top accounting firm: An SAS 70 report is a formal report on the design, implementation and effectiveness of controls within a service organisation, usually covering a period of not less than six months and is primarily used to support the financial audit process of entities that use outside service organisations. “ISA 3402 is basically a certification that states your organisation’s internal controls function exactly the way you state they do,” says Mr. Weijs. The certification requires the organisation provide detailed reports on its internal controls for a minimum six month time period, which is then verified by a third party, i.e. an accounting firm. The selected software solution would need to be able to provide these reports.

Choosing the Right Service Desk Software Solution Faced with these two requirements, the team at myBrand began the detailed process of choosing the right solution - no easy task for any organisation looking to make the right decision in a marketplace filled with options on functionality, service, customization and price. “Our organisation knew the decision of choosing the right service desk software was serious, so we went about it in a very serious way,” explains Mr. Weijs. After researching various software companies the team sent a questionnaire listing myBrand’s requirements to select software providers. Once the responses were received, the team sat down and created a short list of five companies that were asked to come in and make a presentation. In addition, the organisation also wanted to ensure that whichever software solution was selected, it could be used by both internal (staff) and external customers. Added to that, staff users had varying levels of comfort and familiarity with this kind of technology, so it also needed to be easy to train and fairly intuitive.

And the final requirement? Having a good business relationship with the software company and its representatives, notes Mr. Weijs.

Meeting these needs was a tall order, recognizes Mr. Weijs, but one that was ultimately
filled by the team at Monitor 24-7 Inc. and its full-featured out-of-the-box service desk
software solution, IncidentMonitor™.

“The presentation given by Monitor 24-7 on IncidentMonitor™ was very detailed and well done,” states Mr. Weijs. “Every question that we asked was answered immediately. It was obvious that the company knew its product well.”

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