Smartmatic is a global leader in the modernization of electoral processes. By the end of 2020, they embarked on a significant transformation to optimize its internal IT operations.
The company faced challenges common in organizations relying on multiple tools for IT Service Management (ITSM): high operational costs, inefficient workflows, and limited visibility across systems. To address these issues, Smartmatic prioritized implementing a single solution aligned with ITIL best practices, emphasizing transparency, security, and efficiency.
Smartmatic selected InvGate’s integrated solutions for Service Management and IT Asset Management (ITAM) to consolidate its processes and streamline operations. This decision enabled the organization to centralize its data, improve workflows, and gain critical insights to enhance decision-making.
Keep reading to discover how Smartmatic transformed its IT operations with InvGate!
Read the full success story
Learn how Smartmatic streamlined its IT operations and gained full control over its inventory and asset data.
Read the full success storyDiscover how Smartmatic streamlined its operations with InvGate. |
About Smartmatic
Smartmatic is a world-leading company dedicated to the management and modernization of electoral processes. Since its founding in 2000, the company has electronically processed over 6 billion votes across more than 3,500 elections worldwide. Smartmatic is committed to providing secure, transparent, and efficient solutions to electoral authorities globally.
Boosting Efficiency and Centralizing Operations With InvGate
Challenges before InvGate
By late 2020, Smartmatic’s IT team recognized the need for a complete transformation. Although equipped with multiple ITSM tools, the lack of integration between platforms led to fragmented workflows, increased costs, and inefficiencies in service delivery.
Smartmatic needed a solution capable of:
- Simplifying implementation and configuration.
- Integrating seamlessly with its LDAP-based user authentication system.
- Offering functionalities such as Incident Management, SLA tracking, Asset Management, service catalog creation, and automation.
In short, the company sought a centralized, ITIL-compliant solution to enhance transparency and operational efficiency.
How InvGate helped
Smartmatic adopted InvGate’s ITIL-verified solutions for Service Management and Asset Management, enabling the organization to centralize its operations within a single suite of tools.
The implementation process included:
- Configuration Management Database (CMDB): Smartmatic designed and implemented 14 CMDB diagrams, consolidating large volumes of inventory and asset data into a unified system.
- Knowledge Management: The team created a self-service portal and built a knowledge base of over 200 articles, significantly reducing the number of support tickets.
- Impact and Urgency Matrix: InvGate’s tools allowed Smartmatic to assign priority levels to incidents based on impact and urgency, streamlining SLA tracking and improving ticket resolution times.
- Automation: Clear service levels and automated assignment routes were established to optimize workflows and improve efficiency.
These changes transformed Smartmatic’s IT operations, aligning them with ITIL best practices and ensuring long-term scalability.
Key results of InvGate implementation
By leveraging InvGate’s Service Management and IT Asset Management solutions, Smartmatic achieved:
- Centralized operations: Unified inventory and asset data across 14 CMDB diagrams for improved visibility and traceability.
- Enhanced efficiency: Automated workflows reduced ticket resolution times and increased team productivity.
- Streamlined support processes: A knowledge base with over 200 articles empowered employees to resolve common issues independently, lowering ticket volumes.
- Improved SLA compliance: The impact and urgency matrix ensured critical issues were prioritized effectively.
- Better decision-making: Consolidated data enabled informed, data-driven decisions regarding asset management and service delivery.
Request a free trial today
Follow in Smartmatic’s footsteps and transform your operations with InvGate. Request a 30-day free trial to explore how our solutions can centralize your processes, streamline workflows, and align with ITIL best practices.
