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IT Service Management (1,893 results), business service management (71 results), customer service management (1 results)
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- Lima Neighborhood Reduces Crime 30 Percent With Cost-Effective Public Safety System
- In the late 1990s, Miraflores was experiencing an increasing amount of crime at all levels. The citizens of this affluent metropolitan district of Lima, Peru, had had enough - and looked to their mayor to do something. The mayor opted to create a new crime-reporting system based on Voxiva CitizenNet,...
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- HP Quickly Builds Scalable World-Wide .NET-Connected Service Framework
- How does a company of 140,000 employees implement a centralized world-wide user information repository? How does it provide other services to its employees world-wide? HP accomplished this, in part, by implementing a service management framework. The first version of the framework didn't scale or perform as well as desired. HP's...
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- CA's Unicenter Service Desk Aligns Kluwer's IT Services to Business Processes
- Wolters Kluwer is a leading multinational publisher and information services company. The company is headquartered in Amsterdam, the Netherlands. The company is re-branding, supported by a new customer focus backed by the highest standards of service management procedures. Kluwer selected solutions offered by CA to improve its service levels and...
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- Defense Contract Management Agency Simplifies Server Infrastructure With VMware Virtual Infrastructure
- The Defense Contract Management Agency (DCMA), a component of the Department of Defense (DoD), works directly with defense suppliers to help ensure the timely delivery of combat-support supplies and services to the United States' federal and allied governments. With the governments many regulations and procedures, server procurement and provisioning was...
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- Knapp Integrates Customer Intelligence for Better Service and Contract Management
- Knapp Logistik Automation GmbH is a one-stop solution provider that handles all aspects of logistics integration, from simulation and layout design to installation and comprehensive staff training. The challenges faced were to design centralized, integrated customer-oriented processes and consolidate the IT infrastructure to lower costs and improve information flow. The...
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- Sussex Police Use Fox IT's Assessment Services to Baseline Their service management Implementation Against BS15000
- Sussex Police have recognised the need for continual service improvement within their IT strategy, and are looking to ITIL (the IT Infrastructure Library) and BS15000 to provide them with the framework and direction for achieving this. As an initial activity within their Service Improvement Programme, Sussex Police decided that a...
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- BS15000 Procurement and service management in a Multi-Supplier Environment for a Central Government Agency
- In order to support the objectives of consistent, quality services, the agency had a strategy to adopt and implement ITIL, the worldwide industry recognised best-practice Service Management framework. To support this strategy, suppliers were required to adopt ITIL and work towards BS15000, the standard for IT Service Management. BS15000 was...
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- CD Factory EMI Has Enjoyed the Benefits of MARVAL service management Suite From Day One
- EMI-CD is based in Uden in the Dutch province of Brabant. This factory manufactures CDs that are subsequently exported to 65 countries. In the course of 1997, EMI-CD went in search of a suitable service management system. One of the candidates was the ITIL-compatible Marval Service Management Suite. The main...
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- SEPA Uses Hornbill's Supportworks to Support IT Helpdesk Team and Freedom of Information Enquiries
- SEPA, the Scottish Environment Protection Agency was established by the Environment Act of 1995, and is the official body responsible for the protection of the environment in Scotland. Following the Freedom of Information Act (FOI) and the updated Environmental Information (Scotland) Regulations (EIR), the organisation is required to manage related...
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- MultiCare Uses CA's Service Desk Solution to Automate ITIL Processes
- MultiCare Health System maintains centralized IT operations for its many healthcare entities, while supporting geographically dispersed end-user communities located in more than 60 geographic locations. In 2002, with the restructure of the IS help desk, MultiCare was looking for a new service management solution. At the same time, facing shrinking...
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- Spanish Ministry of Finance Achieves Higher Quality of Service Through Service-Level Management
- Governed by Spain's Ministry of Finance, AEAT (Agencia Estatal de Administracion Tributaria) controls and manages federal taxes in Spain. To meet agency requirements for fiscal management and quality of service, AEAT needed to reduce the complexity of managing all relevant processes and better align IT services with business objectives. AEAT...
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- Electricity Provider Streamlines Broadband Provisioning With Innovative IT Solution
- EnergiMidt, one of Denmark's largest suppliers of electricity, has been operating for more than 100 years. To offer customers a comprehensive range of services, and ensure continuing competitive advantage, EnergiMidt has created a new broadband Internet business called FiberBroadband. To support the roll out of new services, it needed a...
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- Computer Associates International Case Study: Telefonica Data
- Telefonica Data provides data transmission and Internet services, telephony, voice over IP, hosting, and tailor-made client solutions. To ensure reliability of the company's infrastructure in the US, Telefonica Data relies on best-of-breed service assurance tools in their Enterprise Management Solution Center (EMSC). Telefonica Data's EMSC staff are more effective at...
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- PS'SOFT Integrates ITIL Throughout its Corporate Organization and Strategy
- PS'SOFT, a leading provider of I/T asset and service management solutions, reinforced its ITIL (IT Infrastructure Library) strategy, through a training and certification program for its consulting team. The PS'SOFT Asset Management Suite allows companies to manage numerous types of assets throughout their lifecycle, in accordance with any methodological and...
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- Infra Case Study: Country Energy
- Country Energy is Australia's newest and largest regionally based energy business. Country Energy operates two IT Help Desks providing high level support for IT and Communications to 2500 employees in 105 regional offices. The first challenge facing Country Energy following its formation was to have its service management infrastructure integrated...
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- 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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- Corporate Express Taps on HP OpenView to Drive Business Efficiencies
- Corporate Express is one of the leading business essentials suppliers in Australia and New Zealand. The company was experiencing many of the pains that typically afflict rapidly-growing organisations, especially on their IT systems. The company wanted a single interface for processes including change management, problem management, configuration management and service...
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- Oil Giant Outsources Support to HP's SAP Competence Centre
- Lukoil is Russia's largest oil group and is seen as one of the country's leading companies for openness and transparency. To support that transparency for investors and management, Lukoil formed its subsidiary Litasco to handle all the crude oil and oil products that it exports from Russia. When Lukoil management...
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- Strategic service management - Doing What CRM Was Never Designed to Do
- The presenter of this webcast will review emerging trends that are shaping the growth of Strategic Service Management (SSM). The attendee will learn lessons from ERP and CRM implementations and how to avoid the same mistakes in SSM. The attendee will also learn how to divide the service chain into...
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- How TUSC Helped Bartter Enterprises Transform Its Help Desk Operations
- Bartter Enterprises Pty Limited is Australia's second largest poultry producer, employing over 4500 employees throughout its farming, processing, distribution and marketing and sales operations. The company needed to replace their existing Lotus Notes based help desk system with a service management product. They were very keen to understand how implementing...
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