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- Service Desk Intelligence Solution Solves Reporting Dilemma at Antares Management Solutions
- Antares Management Solutions is an information technology and business process outsourcing firm based in Westlake, Ohio. HP OpenView Service Desk is a robust IT service desk solution that provides the enterprise with an overview of its IT services. Its modular approach, centered on ITIL and core IT services, offers the...
- Tags: Service Desk, Information Technology, Service Desk Intelligence Solution, Antares Management Solutions, HP OpenView Service Desk, It Services
- Case studies
- ROC de Leijgraaf Increases IT Support Responsiveness by 20 Percent Using BMC Service Desk Express Suite
- To support its rapid growth, ROC de Leijgraaf deployed BMC Service Desk Express Suite, a fully integrated service desk environment that connects requests to people, places, and assets. The school is now benefiting from a powerful workflow solution that delivers superior service and reduced operational expenses. As a result, its...
- Tags: Service Desk, BMC Software Inc., School, Information Technology, It Management, It service Management
- Case studies
- eSupport Transforms Service Desk Function
- A modern service desk function is about more than just taking problem calls. It troubleshoots potential barriers to employee's effective use of IT before they true roadblocks. It seeks Cost-effective solutions. And it evolves to address changing needs over time. Few service desks embody those goals like the one serving...
- Tags: Service Desk, Hewlett-Packard Co., eSupport, Service Desk Function, It Services
- Case studies
- Ease of Upgrading and Enhancements in Unicenter Service Desk r11
- Unicenter Service Desk r11 will help accelerate the service and support process, improve productivity, closely align a service desk with the business and help reduce costs. Upgrading to Unicenter Service Desk r11 has never been easier with CA's easy to use installation process that automatically upgrades data, forms, workflow, and...
- Tags: Service Desk, CA Unicenter, Computer Associates International Inc., It Services, It Management, It service Management
- Webcasts
- Touchpaper Helps Staffordshire County Council Realise New Vision for IT
- Staffordshire County Council serves a local population of 800,000 people, employing more than 30,000 staff. The council's overall aim is to make Staffordshire an even better place to live, work, visit and invest and is responsible for all the major public services within the county. The goal of Staffordshire County...
- Tags: Service Desk, Information Technology, Council, Vision, Touchpaper Software, Staffordshire County Council, It Services, Strategy, Management
- Case studies
- Workspace Group Embraces BMC Magic Service Desk Suite for Help Desk and Workflow Support
- Workspace Group is a specialized property-based business devoted to the provision of light industrial, studio, and office workspace for small businesses in London and the South East of England. The company needed an automated incident management solution to replace their existing manual processes and make responding to customer needs more...
- Tags: Service Desk, BMC Software Inc., Help Desk, Workflow, Workspace Group, It Management, It service Management
- Case studies
- The NHS Trusts in Gloucestershire Improved IT Support by 60 Percent
- The NHS Trusts in Gloucestershire comprises various hospitals and clinical sites across Gloucestershire County. Understanding the link between quality patient services and IT, the NHS Trusts was looking to consolidate its IT service desks in order to optimize efficiency and resolve patient issues more quickly and effectively. By choosing BMC...
- Tags: Service Desk, BMC Software Inc., Patient, Information Technology, ITIL, It Services, It Management, It service Management
- Case studies
- TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk
- As the fastest-growing fuel brand in the United Kingdom, oil and gas multinational TOTAL UK has a powerful presence. For TOTAL UK Limited, improving efficiency and productivity, while minimizing costs, have always been key objectives. Such considerations were a major factor behind the strategy to integrate its disparate help desk...
- Tags: Service Desk, BMC Software Inc., ITIL, Remedy Corp., Help Desk, Call Centers, It Management, It Operations, It service Management
- Case studies
- R+V Versicherung Creates Integrated Service Desk Solutions Around Remedy
- Within R+V, Central User Services ZBS is responsible for providing the technical support for all IT systems, and is the central point of contact for all technical problems. Previously, ZBS was using a problem-tracking tool that did not have workflow functionality. As such, changes in the team structure could not...
- Tags: Service Desk, BMC Software Inc., Remedy Corp., R+V Versicherung, It Management, It service Management
- Case studies
- MC Lioness Realty Group Improves Productivity of Field Staff With BMC Service Desk Express Suite
- MC Lioness Realty Group, a commercial real estate firm, provides property management, brokerage services, development, construction, and project management to institutional owners, individual investors, and corporate real estate users. MC Lioness needed a flexible and customizable service desk, and turned to BMC Service Desk Express Suite (formerly Magic Service Desk...
- Tags: Service Desk, BMC Software Inc., Corporate Real Estate, It Management, Financial Services, It service Management
- Case studies
- Magic Service Desk Suite for the Small and Mid-Sized Business
- Magic Service Desk Suite 8.0 is designed to meet the business requirements, automate the service desk processes and lower the cost of support operations. This customizable, browser-based service management solution combines best-in-class help desk software with core Information Technology Infrastructure Library ITIL best practices, the industry standard framework for IT...
- Tags: Service Desk, BMC Software Inc., Service Management, Industry Standard, Small And Medium Business, Magic Service Desk Suite 8.0, Help Desk, It Services, Call Centers, It Operations
- White papers
- EADS Astrium Streamlines IT Service Support
- EADS Astrium is Europe's satellite system specialist. It was formed in May 2000 following the merger of Matra Marconi Space and the space division of DaimlerChrysler Aerospace. Following a directive issued by Corporate Management, EADS Astrium's Information Management IM department decided to align its service management processes for the benefit...
- Tags: Service Desk, Service Management, Hewlett-Packard Co., Information Technology, EADS Astrium, It Services
- Case studies
- High Profile Cable TV Provider Is First HP Service Desk Customer in Poland
- International service provider United Pan-Europe Communications UPC, headquartered in Amsterdam, sees Poland as an area with enormous potential for the development of its services. UPC has extensive digital TV, cable TV and internet provider operations in Poland. It has 1,200 internal IT users spread over many sites throughout the country....
- Tags: Service Desk, Hewlett-Packard Co., Poland, United Pan-Europe Communications, It Services, TVs, Tv & Home Theater, Personal Technology, Home Entertainment
- Case studies
- Openview at Grupo Bimbo
- Grupo Bimbo, one of the largest bakeries in the world, has 12 productive centres in Spain and Portugal, and 65 sales offices. It needed a solution to improve the management of its IT and communications department, especially in the areas of user support and change management. After implementing Hewlett-Packard's OpenView...
- Tags: Service Desk, Hewlett-Packard Co., Problem Management, HP OpenView, Utility Computing, It Management, It service Management
- Case studies
- DHL Wins Prestigious itSMF Award
- DHL offers expertise in express, air and ocean freight, overland transport and logistics solutions. To support its "follow-the-sun" service model, DHL decided to align its per-country IT strategies to a global IT strategy. This included the establishment of three major IT Services Centers with a common service desk platform -...
- Tags: Service Desk, Hewlett-Packard Co., Information Technology, DHL, ITIL, It Services, Supply Chain, Strategy, Business Operations, Management
- Case studies
- Magic Service Desk Helps Euler Hermes Standardize Its User Support and Incident Management
- Euler Hermes is the world leader in credit insurance and one of the leaders in the bonding and guarantees business. With the acquisition of the German company Hermes by Euler in France, in 2002, the group had to consolidate its business and financial data by implementing a series of centralized...
- Tags: Service Desk, BMC Software Inc., Incident Management, Euler Hermes, ITIL, It Management, It Services, Service Level Management, Process Improvement, It service Management, It Operations, Quality, Business Operations
- Case studies
- Hornbill's Supportworks Proves a Winner for Camelot Group
- Camelot Group, the operator of The National Lottery, is committed to raising money for Good Causes designated by Parliament. Camelot runs one of the most cost efficient lotteries in the world, using only 5 per cent of its total revenues in operating costs. Since Camelot depends so heavily upon its...
- Tags: Service Desk, Supportworks, Information Technology, Hornbill, IT Department, Strategy, It Services, Management
- Case studies
- Drive Business Service Management With BMC Remedy Knowledge Management
- As the market share and growth leader in service desk software, BMC has acquired KMXperts as part of its strategy to expand what is already the most comprehensive service desk solution in the market. BMC Software now offers a full-featured knowledge management solution that can dramatically improve the efficiency and...
- Tags: Service Desk, BMC Software Inc., Business Service Management, Remedy Corp., Knowledge Management, It Management, It Services, Enterprise Software, Software, It service Management
- Webcasts
- Consolidated Service Desk Reporting Using OVPI
- This webcast gives actionable information about the IT Operations. Through this webcast one can see how HP OpenView Performance Insight OVPI can report on Service Desk V5.0 modules. The webcast gives a live demonstration of the Helpdesk Report, Change Management Report and Service Level Management Report and shows how they...
- Tags: Service Desk, Hewlett-Packard Co., Webcast, Change Management, It Services, Digital Media, Help Desk, Tools & Techniques, Management, Consumer Electronics, Personal Technology, It Operations
- Webcasts
- Case Study: L&T's Network Management Solution
- L&T is one of the pioneers in Information Systems in the country, with the installation of an IBM 1401 system way back in 1971. To address the criticality of its operations, L&T Infotech started pursuing a process and a tool to manage its vast and complex infrastructure. The main criteria...
- Tags: Service Desk, Network, Incident Management, Network Management, L&T, ITIL, It Services, Process Improvement, Quality, Business Operations
- Case studies
