Cisco Cisco Prime Service Catalog 10.0 Information Guide

 

 

© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. 

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Customer Case Study 

Customer: Sasol 

Industry: Energy and Chemicals 

Location: Johannesburg, South Africa 

Number of Employees: 34,000 

●  Increase operational efficiency by replacing 

costly manual IT service request processes 

●  Reduce order mistakes, delays, and user 

frustration 

●  Create a scalable IT service request process 

to support growth globally 

●  Cisco Prime Service Catalog automates and 

streamlines IT service request process 

●  Planning and deployment services from Cisco 

partner Puleng Technologies 

●  Service requests and approval time have 

been reduced from weeks to days 

●  Significant reductions in costs and errors, with 

20 percent fewer help desk calls 

●  Self-service catalog provides scalability to 

support expanding global workforce 

 

Global Energy Company Increases Efficiency by 
Automating IT Service Requests 

Puleng Technologies helps Sasol save time, reduce costs, and increase user 
satisfaction with self-service catalog. 

Business Challenge 

Cisco partner Puleng Technologies is a systems management and 

infrastructure automation solutions provider serving Central and 
Southern Africa. Steve James, Puleng’s business development 

director, says that service delivery automation is one of the most 
pressing priorities for Puleng’s customers. “Most large companies 

have multiple, conflicting, and disparate mechanisms for enabling 

end-users to order or request technology services for the workplace. 

As a result, users often complain that IT takes too long to fulfill the 

services they need to do their job. At the same time, IT service 

delivery teams spend an inordinate amount of time responding to 

requests, researching requirements, validating information, and 
providing status updates, which is a drain on valuable IT resources.” 

Puleng recently helped 

Sasol, South Africa’s leading fuel provider, 

address this problem. Sasol has approximately 34,000 employees 

operating in 38 countries. The company mines coal in South Africa, 

produces gas in Mozambique, drills for oil in Gabon, and has 

chemical manufacturing and marketing operations in South Africa, 

Europe, Asia, and the Americas. The company is also 

commercializing its gas-to-liquids and coal-to-liquids technology 

internationally. 

To help Sasol improve its technology services delivery, Puleng worked with Sasol Group IM General Manager 

Heather Fuller and her team that is responsible for Information Management (IM) Services. Her department 

provides technology services to about 28,000 end-

users around the world. “Operational excellence is one of four 

corporat

e imperatives,” says Fuller, “and one of the areas where we knew we could achieve greater operational 

efficiencies was handling requests for technology services from our end-

users.” 

On any given day, the group’s outsourced service desk receives over 1000 calls, and more than half are service 

order related. These requests range from complex, such as on-boarding a new employee, to simple, such as 

synchronizing a Blackberry to email. Whether the request is simple or complex, or even identical to requests that 

have been submitted hundreds of times previously, the end-user has to go through the same protracted, manual 

process. The first step is to fill out a multipage paper form and fax or email it to both a business line manager and 

an IM manager for approval. The signed form is then rescanned and sent to the service desk.