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- Customer Case Study: Cost Savings, Increased Productivity and Improved Service
- The client, the IT service provider for a major US stock exchange, wanted to become more productive, responsive and cost effective, without impacting reliability. The client launched an operational excellence program early in 2004 and selected Consulting-Portal as their implementation partner. Working closely with the client's management and staff, Consulting-Portal...
- Case studies
- IT Service Management and Measurement Best Practices
- IT has never lacked for measurement. In fact, measurement is a key part of any IT Service Management initiative. However, most IT measures focus on technical metrics that remain a mystery to business users. This webinar describes the best practices that IT executives need to deliver a more business-oriented approach...
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- The IMPACT of ITIL, IT Service Management: A Best Practices Framework for Government Agencies
- IT is being challenged to run as a service to the business it supports. The challenge facing most IT shops is how to best leverage ITIL and implement these best practices given they are maxed out just keeping things running as they are. But is the federal government ready for...
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- Second Generation Integrated IT Service Management
- Stuttgarter Volksbank AG is the largest "Volksbank" in the greater Stuttgart, Germany area. In order for employees to be able to process inquiries in a meaningful way after the migration, a process-oriented solution for the helpdesk had to be found. Ideally, the solution would consist of an IT service management...
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- Driving IT Success With ITIL Best Practice
- There is no limit to the lengths to which Fujitsu Consulting will go to make the most of its IT infrastructure. So when the management and technology consulting arm of the $38 billion group wanted to extend IT Service Management functionality to staff and customers it took Axios Systems' award-winning...
- Case studies
- Infra Case Study: Archer Daniels Midland
- Archer Daniels Midland Company ADM, incorporated in 1923, is a leading global agricultural company engaged in procuring, transporting, storing, processing and merchandising agricultural commodities and products. ADM had a requirement for an IT service management system that could be used company-wide across its substantial network of international plants and offices....
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- 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...
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- Common Processes and Improved Quality With Significant Cost Savings
- The client is a large multi-national financial services corporation with expertise in securities servicing, treasury management, investment management and individual and regional banking. Initially, they wanted to improve the production readiness of their Windows 2000 operating environment. Subsequently, in order to improve quality and reduce cost, they wanted to deploy...
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- InteQ: Four Sides of Success With HP OpenView
- InteQ is a leading provider of IT Service Management ITSM solutions that maximize the availability and performance of business-critical IT services. InteQ wanted to build a service delivery platform for a new managed-services offering to mid-market enterprises and ensure reliable remote monitoring, problem resolution, notification and reporting on customers' mission-critical...
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- Delivering Greater IT Business Value Through Innovative Support Tools
- The role of IT is changing rapidly as organisations become more complex. IT teams are no longer seen as suppliers of infrastructure, but rather as people who actively support an organisation's overall business objectives. This makes the quality of IT services - and the synchronisation of these services with an...
- Case studies
- How to Configure Remedy Flashboards for Remedy Service Level Agreements (Remedy SLA)
- This paper will take the reader through the process of configuring Flashboards 6.0 for use within the Remedy SLA application. The paper will explain the procedure of installing components, as well as provide configuration guidelines and recommendations for setting up both the Flashboards and the SLA products for optimal performance.
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- Initiating the SLA Culture
- This paper is based upon the author's experiences in introducing Service Level Agreements SLAs into a large, widely dispersed organisation, which was going through the outsourcing process. The SLA Project set out to introduce a 'Single' SLA with the in-house IT service provider and to establish a single set of...
- White papers
- Case Study: Nova Technology, Inc.
- Founded in 1985, Nova Technology is a woman-owned small business providing managed IT services and engineering solutions to customers in both the public and private sectors. Nova Technology is a leading provider of end-to-end IT Service Management ITSM. Nova Technology identified improvement areas including included paper timesheets, management and client...
- Case studies
- Case Study: Cyquator's Internet Data Center
- Cyquator Technologies Ltd, a part of the Rs 2,500 million Essel Group has diversified into areas like Information Technology, Communication, and Entertainment ICE. With enterprises increasingly outsourcing their non-core, yet business critical services, Cyquator believes it is the right time for professionally managed companies to address this market and offer...
- Case studies
- ContactCenterWorld.com Case Study: Publica Data
- Publica data, part of the Weltbild Verlag publishing and mail order house provides IT services for its parent company as well as external clients. Weltbild has 2,000 staff and around 10 million customers who order books and electronic media such as CD ROMs by 'phone, fax, post and over the...
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- Winterthur Plans Its IT Future With IT Service Management
- Winterthur is one of the UK's top ten providers of personal pensions sold through a network of Independent Financial Advisers. Its IT services are fundamental to the business - for processing pension policies and managing funds. Winterthur's 110 strong IT department works hard to provide IT services that support the...
- Case studies
- Scottish Health Authority Gets Shot in Arm From Axios
- The Scottish local health authority is the result of the amalgamation of Fife Acute Hospitals NHS Trust, Primary Care NHS Trust and Health Board. The three units either did not have an ITSM tool, were using an in-house solution or had installed another commercial product. The authority selected Axios Systems'...
- Case studies
- Leading US Based Hosting Service Provider Aims for BS15000
- The client had commenced a large-scale project which included the development of best practice processes for IT Service Management, and were looking at how they could benchmark their progress and measure themselves against other organisations. Fox IT was engaged to perform an assessment of the Company's existing service management processes...
- Case studies
- ITSM-Based Management Advances Customer-Centric Processes
- Arizona Public Service APS is the largest affiliate of Pinnacle West Capital Corporation, which ranked first among US energy companies in dividend growth from 1995-2004. The APS Information Services IS organization supports Pinnacle West's businesses, managing the holding company's entire, multi-vendor infrastructure across generation, transmission and distribution. APS worked with...
- Case studies
- New HP Simulation Drives Home Value of ITSM
- The First American Corporation is the nation's leading provider of business information and related products and services, including title information and services; real estate information and services for mortgage lenders; and consumer information and services, including credit reporting. The challenge faced by the company was to deliver continuous service and...
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