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Founded in 1933, illycaffe is a publicly listed company that produces and distributes coffee for espresso machines. The IT structure - which in 1998 comprised of five servers and was based entirely on an AS/400 with an in-house legacy application - had already undergone expansion to meet the needs of the firm's continual growth. The prospect of new solutions to be implemented, in particular the mission-critical ERP system and Sales Force Automation, plus the further extension of the IT structure brought to focus the imminent need for a helpdesk. After carefully examining the various solutions available, illycaffe selected Unicenter ServicePlus Service Desk from Computer Associates International, Inc. (CA) for helpdesk management and automation.
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