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Title Date Added Company

Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices. 2007-06-01 CA (Computer Associates)

IFFCO-TOKIO General Insurance (ITGI) was created in 2000, following the merger of an Indian fertilizer company and Japan's largest listed insurance group. IFFCO-TOKIO General Insurance wanted to ensure that customer and user satisfaction is not impaired by poor IT support facilities. The company's existing help desk operation was expensive and inefficient, and the IT department was unable to prioritise its response to user requests. By deploying a service desk solution with integrated incident, problem and change management processes based on ITIL best practices, ITGI has been able to standardize and optimize key service desk functions. This not only ensures continuous compliance but also provides complete visibility of all incidents from capture to resolution.

Tags: Customer Support Services, ITIL

Service Desk Consolidation Slashes Support Call Costs by 80 Percent and Helps Atos Origin Retain Global Clients 2007-04-23 CA (Computer Associates)

Atos Origin is an international information technology services company. To support this global model, Atos Origin knew it needed a single, consolidated and highly effective service desk system. To lower its costs and still ensure a high quality service, Atos Origin wanted a service desk solution that would offer incident, problem and change management, as well as service level tracking, automatic notification, multilingual and follow-the-sun capabilities. Atos Origin deployed CA for Incident and Problem Management solution. CA offers business service management with scalability, flexibility and quick implementation.

Tags: Service Level Management, ITIL

Virtual Support Networks: Ten Tips for Delivering Managed Services to On-Site Systems 2005-04-01 WebEx Communications

The business of taking care of remote hardware and software has never been bigger:

Managed systems and services for retail, point of sale, hospitality, and other distributed operations are a hot growth area.

Enterprise help desks manage an increasingly dispersed array of hardware and software.

Enterprise software providers are moving to managed services and other value added support offerings to preserve margins in the face of increasing price pressure.

Gartner estimates that managed services will grow at a CAGR of nearly 36 percent from 2001 to 2006. These opportunities are being driven by CIOs' need to manage cost and risk carefully. With research showing that 47% of IT spending going to total cost of support and maintenance (TCSM), outsourcing system management to specialists makes sense for the buyer. But where does it leave the provider?

Field service visits are very expensive, costing at least a hundred dollars for even the simplest issue, and much more for complex resolutions. Managed service providers wisely avoid "truck rolls" and field service calls if possible. But how?

A new class of technology called Virtual Support Networks, exemplified by WebEx SMARTtech, has arrived to fill exactly this need. Virtual Support Networks allow service providers to securely, scalably, and cost-effectively manage distributed installations around the world.

Read this DB Kay & Associates paper for more information about this unique opportunity for service providers.

Tags: Customer Support Services, ROI - TCO, IT Reliability, Remote Access - RA Servers

Hi Fert Relies on BMC Service Desk Express Suite to Provide Exceptional Service to Customers and Dealers 2007-04-01 BMC Software

Hi Fert is a leader in the Australian fertilizer industry. The company wanted to implement an ITIL-based single-point-of-contact service desk that would comply with environmental health and occupational safety regulations. The challenge was to provide bandwidth-friendly, Web-based access to remote sites with poor connectivity. Hi Fert deployed BMC software for its solution and implemented BMC Service Desk Express Suite, including the Change Management and Client Services modules.

Tags: Customer Support Services, Service Level Management

The Impact of the newly emerging field of Financial Data Quality Management (FDQM) on Group Reporting and Performance Management Processes 2007-01-24 01:00:28 Hyperion

Data quality management could be regarded as the less glamorous end of the Reporting Supply Chain (RSC). After all, most of the attention and interest are lavished on the latest portal, reporting tool or dashboard. Yet, mismanagement or neglect of underlying balance information or interfaces can place the integrity of the whole process in jeopardy. In recent years, financial reporting processes have become intertwined with other key management processes such as budgeting, planning, forecasting, scorecarding and analytics to form a broader performance management platform sharing common data structures.

Illinois Century Network Provides Superior Support With BMC Remedy Solutions 2007-01-19 01:00:27 BMC Software

In 2001, the State of Illinois tied for first place in the Digital States Survey, an award that recognizes excellence in government technology initiatives. A major contributing factor in garnering this prestigious award was the Illinois Century Network (ICN), a world-class IP education, training, and electronic information. Needing to replace its homegrown incident management application, Illinois Century Network (ICN) chose BMC Remedy Service Management solutions as a way to provide better service to customers and more responsive reporting to stakeholders - all while keeping costs down.

Informatica Trentina Enhances Asset Management in Local Government Using BMC Remedy Solution 2007-01-19 01:00:27 BMC Software

Informatica Trentina provides IT and telematics planning, development and management services in support of the regional government authorities. Informatica Trentina decided to extend the use of BMC Remedy with the aim of modernizing the software and hardware component inventory for all of the workstations used by the company's internal and external customers. In particular, external customers benefit from an integrated desktop management service which makes all relevant information centrally available. The BMC Remedy solution has also enabled the company to integrate finance and maintenance data concerning the company's assets with technical and logistical information.

Infineon Improves Efficiencies and Lowers Costs With BMC Software 2007-01-19 01:00:27 BMC Software

Infineon Technologies designs, builds, and markets advanced semiconductor solutions and services. Infineon Technologies needed a consolidated approach for tracking and managing customer issues, service requests, change requests, and IT assets. They chose the BMC Remedy IT Service Management (ITSM) suite to centralize their service management activities and standardize their processes - including the adoption of ITIL guidelines - in order to increase efficiencies and reduce costs.

Infineon Improves Efficiencies and Lowers Costs With BMC Software 2007-01-19 01:00:27 BMC Software

Infineon Technologies designs, builds, and markets advanced semiconductor solutions and services. Infineon Technologies needed a consolidated approach for tracking and managing customer issues, service requests, change requests, and IT assets. They chose the BMC Remedy IT Service Management (ITSM) suite to centralize their service management activities and standardize their processes - including the adoption of ITIL guidelines - in order to increase efficiencies and reduce costs.

Hi-Tech Mold & Engineering Achieves Full Return on Investment With BMC Magic Service Desk Suite 2007-01-19 01:00:27 BMC Software

Hi-Tech Mold & Engineering (Hi-Tech) needed to automate its manual processes to speed problem resolution and improve tracking and management of open requests. Using the BMC Magic Service Desk Suite (a previous version of BMC Service Desk Express Suite) the company now resolves incidents more quickly, manages the IT asset lifecycle, and provides in-depth reporting, thus saving money and improving customer satisfaction.

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Title	Date Added	Company
Indian Insurance Firm Decreases Time to Incident Resolution by 40% With ITIL Incident and Problem Management Best Practices.	2007-06-01	CA (Computer Associates)
IFFCO-TOKIO General Insurance (ITGI) was created in 2000, following the merger of an Indian fertilizer company and Japan's largest listed insurance group. IFFCO-TOKIO General Insurance wanted to ensure that customer and user satisfaction is not impaired by poor IT support facilities. The company's existing help desk operation was expensive and inefficient, and the IT department was unable to prioritise its response to user requests. By deploying a service desk solution with integrated incident, problem and change management processes based on ITIL best practices, ITGI has been able to standardize and optimize key service desk functions. This not only ensures continuous compliance but also provides complete visibility of all incidents from capture to resolution. Tags: Customer Support Services, ITIL
Service Desk Consolidation Slashes Support Call Costs by 80 Percent and Helps Atos Origin Retain Global Clients	2007-04-23	CA (Computer Associates)
Atos Origin is an international information technology services company. To support this global model, Atos Origin knew it needed a single, consolidated and highly effective service desk system. To lower its costs and still ensure a high quality service, Atos Origin wanted a service desk solution that would offer incident, problem and change management, as well as service level tracking, automatic notification, multilingual and follow-the-sun capabilities. Atos Origin deployed CA for Incident and Problem Management solution. CA offers business service management with scalability, flexibility and quick implementation. Tags: Service Level Management, ITIL
Virtual Support Networks: Ten Tips for Delivering Managed Services to On-Site Systems	2005-04-01	WebEx Communications
The business of taking care of remote hardware and software has never been bigger: Managed systems and services for retail, point of sale, hospitality, and other distributed operations are a hot growth area. Enterprise help desks manage an increasingly dispersed array of hardware and software. Enterprise software providers are moving to managed services and other value added support offerings to preserve margins in the face of increasing price pressure. Gartner estimates that managed services will grow at a CAGR of nearly 36 percent from 2001 to 2006. These opportunities are being driven by CIOs' need to manage cost and risk carefully. With research showing that 47% of IT spending going to total cost of support and maintenance (TCSM), outsourcing system management to specialists makes sense for the buyer. But where does it leave the provider? Field service visits are very expensive, costing at least a hundred dollars for even the simplest issue, and much more for complex resolutions. Managed service providers wisely avoid "truck rolls" and field service calls if possible. But how? A new class of technology called Virtual Support Networks, exemplified by WebEx SMARTtech, has arrived to fill exactly this need. Virtual Support Networks allow service providers to securely, scalably, and cost-effectively manage distributed installations around the world. Read this DB Kay & Associates paper for more information about this unique opportunity for service providers. Tags: Customer Support Services, ROI - TCO, IT Reliability, Remote Access - RA Servers
Hi Fert Relies on BMC Service Desk Express Suite to Provide Exceptional Service to Customers and Dealers	2007-04-01	BMC Software
Hi Fert is a leader in the Australian fertilizer industry. The company wanted to implement an ITIL-based single-point-of-contact service desk that would comply with environmental health and occupational safety regulations. The challenge was to provide bandwidth-friendly, Web-based access to remote sites with poor connectivity. Hi Fert deployed BMC software for its solution and implemented BMC Service Desk Express Suite, including the Change Management and Client Services modules. Tags: Customer Support Services, Service Level Management
The Impact of the newly emerging field of Financial Data Quality Management (FDQM) on Group Reporting and Performance Management Processes	2007-01-24 01:00:28	Hyperion
Data quality management could be regarded as the less glamorous end of the Reporting Supply Chain (RSC). After all, most of the attention and interest are lavished on the latest portal, reporting tool or dashboard. Yet, mismanagement or neglect of underlying balance information or interfaces can place the integrity of the whole process in jeopardy. In recent years, financial reporting processes have become intertwined with other key management processes such as budgeting, planning, forecasting, scorecarding and analytics to form a broader performance management platform sharing common data structures.
Illinois Century Network Provides Superior Support With BMC Remedy Solutions	2007-01-19 01:00:27	BMC Software
In 2001, the State of Illinois tied for first place in the Digital States Survey, an award that recognizes excellence in government technology initiatives. A major contributing factor in garnering this prestigious award was the Illinois Century Network (ICN), a world-class IP education, training, and electronic information. Needing to replace its homegrown incident management application, Illinois Century Network (ICN) chose BMC Remedy Service Management solutions as a way to provide better service to customers and more responsive reporting to stakeholders - all while keeping costs down.
Informatica Trentina Enhances Asset Management in Local Government Using BMC Remedy Solution	2007-01-19 01:00:27	BMC Software
Informatica Trentina provides IT and telematics planning, development and management services in support of the regional government authorities. Informatica Trentina decided to extend the use of BMC Remedy with the aim of modernizing the software and hardware component inventory for all of the workstations used by the company's internal and external customers. In particular, external customers benefit from an integrated desktop management service which makes all relevant information centrally available. The BMC Remedy solution has also enabled the company to integrate finance and maintenance data concerning the company's assets with technical and logistical information.
Infineon Improves Efficiencies and Lowers Costs With BMC Software	2007-01-19 01:00:27	BMC Software
Infineon Technologies designs, builds, and markets advanced semiconductor solutions and services. Infineon Technologies needed a consolidated approach for tracking and managing customer issues, service requests, change requests, and IT assets. They chose the BMC Remedy IT Service Management (ITSM) suite to centralize their service management activities and standardize their processes - including the adoption of ITIL guidelines - in order to increase efficiencies and reduce costs.
Infineon Improves Efficiencies and Lowers Costs With BMC Software	2007-01-19 01:00:27	BMC Software
Infineon Technologies designs, builds, and markets advanced semiconductor solutions and services. Infineon Technologies needed a consolidated approach for tracking and managing customer issues, service requests, change requests, and IT assets. They chose the BMC Remedy IT Service Management (ITSM) suite to centralize their service management activities and standardize their processes - including the adoption of ITIL guidelines - in order to increase efficiencies and reduce costs.
Hi-Tech Mold & Engineering Achieves Full Return on Investment With BMC Magic Service Desk Suite	2007-01-19 01:00:27	BMC Software
Hi-Tech Mold & Engineering (Hi-Tech) needed to automate its manual processes to speed problem resolution and improve tracking and management of open requests. Using the BMC Magic Service Desk Suite (a previous version of BMC Service Desk Express Suite) the company now resolves incidents more quickly, manages the IT asset lifecycle, and provides in-depth reporting, thus saving money and improving customer satisfaction.