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 TitleDate AddedCompany
whitepaper The NHS Trusts in Gloucestershire Improved IT Support by 60 Percent2007-01-05 01:00:23 BMC Software
  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 Magic Service Desk, a previous version of BMC Service Desk Express Suite, the Trust was able to automate its service desk, lower costs, and align with IT Infrastructure Library (ITIL) best practices.   
whitepaper The NHS Trusts in Gloucestershire Improved IT Support by 60 Percent2007-01-05 01:00:23 BMC Software
  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 Magic Service Desk, a previous version of BMC Service Desk Express Suite, the Trust was able to automate its service desk, lower costs, and align with IT Infrastructure Library (ITIL) best practices.   
whitepaper TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk2007-01-05 01:00:23 BMC Software
  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 systems. TOTAL UK selected the BMC Remedy Service Desk solution because of its ease of integration, out-of-the-box readiness, and scalability. Return on investment was also important when planning the project, and TOTAL was able to evaluate and cost the tangible benefits that BMC Remedy Service Desk would deliver against the help desk systems already in place.   
whitepaper TOTAL UK Implements ITIL-Based Help Desk Using BMC Remedy Service Desk2007-01-05 01:00:23 BMC Software
  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 systems. TOTAL UK selected the BMC Remedy Service Desk solution because of its ease of integration, out-of-the-box readiness, and scalability. Return on investment was also important when planning the project, and TOTAL was able to evaluate and cost the tangible benefits that BMC Remedy Service Desk would deliver against the help desk systems already in place.   
whitepaper Tianjin Mobile Improves Efficiency and Customer Satisfaction With BMC2007-01-05 01:00:23 BMC Software
  Looking to enhance service quality and customer satisfaction, Tianjin Mobile Communications Co., Ltd. turned to BMC Remedy Help Desk and BMC Remedy Service Level Agreements as the best practice technology foundation for a new electronic operation maintenance management platform. The implementation resulted in shorter response times, quicker problem resolution, and improved processing capacity.   
whitepaper Tianjin Mobile Improves Efficiency and Customer Satisfaction With BMC2007-01-05 01:00:23 BMC Software
  Looking to enhance service quality and customer satisfaction, Tianjin Mobile Communications Co., Ltd. turned to BMC Remedy Help Desk and BMC Remedy Service Level Agreements as the best practice technology foundation for a new electronic operation maintenance management platform. The implementation resulted in shorter response times, quicker problem resolution, and improved processing capacity.   
whitepaper The Dow Chemical Company: Extending Global Reach2007-01-01 Hewlett-Packard (HP)
  Over 10 years, Dow and HP have transformed a traditional IT help desk environment into a Global Service Desk through the implementation of a Management of Change methodology.

Tags: Service Level Management, ITIL		   
whitepaper ClubCorp Balances High Tech and High Touch With the Help of BMC Service Desk Express Suite2007-01-01 BMC Software
  Dallas-based ClubCorp is the world leader in private clubs. ClubCorp wanted to leverage technology to deliver superior customer service and create a personalized, private club experience for ClubCorp members and guests. ClubCorp deployed BMC software for its solution and implemented BMC Service Desk Express Suite which helps the IT organization to keep information systems running so that employees have immediate access to customer preferences and interests, and can customize ClubCorp members' and guests' experience in a variety of ways.

Tags: Customer Support Services		   
whitepaper How CIOs Should Spend Their Day2007-01-06 01:00:21 Forrester Research
  With the exception of possibly the CEO, the CIO's business calendar is the most difficult to manage. The key? CIOs should balance time management in ways that do not deprive any key constituents of essential time. Each stakeholder group is equally important, and a disproportionate allocation of the CIO's focus and attention will be detrimental to the enterprise and to the CIO's success. Forrester's 30-30-30-10 model forces disciplined balance across constituents, which are classified into four groups: above, across, below, and yourself. This time model will keep IT front-of-mind in the business and allow CIOs to do what they do best: proving and delivering IT value to the enterprise.   
whitepaper Avaya - Top Shelf Service Management2006-12-20 01:00:25 Hewlett-Packard
  Avaya is a global leader in communication systems, applications, and services that designs, builds, deploys, and manages networks for enterprises world-wide. Growth in the size and complexity of its customers' voice and data networks prompted Avaya to look for a management solution that would support growth and ensure business continuity plus consistently high service levels without increasing the pressure on its IT Operations Support organizations. The company chose HP OpenView. Implemented in less than six months, the global management solution based on HP OpenView has reduced IT costs at Avaya's International Support Operation by over 30 percent while improving the customer experience.