SERVICE DESK MANAGEMENT

Size: px
Start display at page:

Download "SERVICE DESK MANAGEMENT"

Transcription

1 SERVICE DESK MANAGEMENT Bringing your customers closer to you Managed Services are the key behind Bell Techlogix 8888 Keystone Crossing Indianapolis, IN providing a best-in-class internal enduser support structure. Whether delivered internally, outsourced or some combination thereof, many companies make the mistake of managing them in silos 1

2 Make Your Service Desk Your IT Infrastructure Support Hub Unlock Hidden Savings Is your internal support structure a group of disparate silos? Overview Many IT support operations work with different external support teams or have individual silos within their internal IT team that support the technology in the hands of their endusers. Why do they manage these services separately? In some cases, they feel it necessary to outsource the management of the more complex parts of their business software suites or hardware implementations. When this occurs different systems are added and unique service support teams and processes are often added separately. Most likely, the current support systems simply evolved that way. In other words, today they re caught in the old we ve always done it that way model. The challenge is that we all know the old axiom if you ve always done it that way, you re probably doing it wrong. I have run into client after client that is in that exact situation. The reason is that it simply is an easy trap to fall into. As we in IT become hyper-sensitive to supporting our clients, we often find ourselves neglecting our internal technology users. The only problem with that is that they are a critical element in supporting our clients and if their tools aren t working well, you know where I m going with this. Let s examine, at a high level, some of the challenges and opportunities associated with managing silos Multiple service lines are unique in how they may be executed or the tools needed to provide tactical support, but that doesn t mean that they don t significantly impact other service lines. There is a strong possibility that a number of internal or external service lines may have been added in step by step manner as unique IT capabilities were added. A typical service line list might include: Security administration 2

3 Asset tracking and management Technology deployment services Desktop management Field maintenance services Mobile device support Network monitoring and remediation Multiple owners Too often silos have developed due to political battles or predefined boundaries around ownership. This approach often creates a complex matrix of internal or external owners with unique P & L s, paperwork and processes. Though there may be one incident management system in place, the internal service desk often sends a request for service to one of these line service subgroups. In many cases, there are multiple service management systems. What do your organization s employees experience in this type of system? Often, they run into bureaucratic red tape in which they make a phone call expecting to get an answer, then get passed along to two or three different service technicians before getting a resolution to their Have You Considered: If you look at the different segments of your service model are they managed by different people, do they have different management systems, measure SLA s differently, fall within different budgets issue. This results in frustration, inefficiency and even downtime for your employees. At the back end, the organization suffers as there are not consistent sources for consolidated reporting to be used for planning and budgeting. Do you have silos that need to be broken down and should you review the number of processes in place in your service support structure? Answer these three questions and you will likely get a clear answer quickly: Review the complexity of your software suites and IT service subcontractors and ask how many separate providers and processes are currently in place? Ask your employees - what they experience during a typical IT service request? Do you have accurate data on the total cost to provide internal IT support to your end-users and do you have the consolidated results on SLA s, end-user satisfaction and performance of the support team whether insourced or outsourced? Breaking down the silos Integrating workflow Eliminating IT service team silos to arrive at one or two teams creates a more integrated workflow process for your IT team and for your employees and eliminates redundant overhead for you. 3

4 Integrate your IT service communications through the service desk. By establishing your service desk as the request /coordinate / follow-up hub of your IT service chain, you get centralized communication and the ability to coordinate rather than duplicate processes, paperwork and personnel. You also get a head start on consolidated reporting of performance and results. Here are some of the best practices we have developed through the support of a multitude of clients across a number of verticals. They optimized complex IT structures through an integrated IT service desk: Centralized communication One point of entry for each ticket at the service desk means a coordinated, efficient workflow with clarity and effective communication. In other words, your service team is all working from the same ticket and identical information and constantly entering up to date information within the same record. Service speed You will see tickets resolved more quickly with one streamlined service desk workflow using common forms and sharing of information through a common point of coordination across service lines. Inherent in this structure is the ability to perform quicker and more successful resolutions due to enhanced information availability and a fuller, clearer view of hardware and software assets over their lifecycle. Have You Considered What aspects of your service desk model are covered only from 8-5PM? Do most of your customers only work 8-5PM - probably not? That means technology must work 24-7 and that may mean stretching support beyond 8-5PM Unify the structure of your service line teams. By thinking of your service desk agents as infrastructure agents and by assigning one service desk manager to oversee your entire service operation, you create incredible accountability. Assigning one dedicated service desk employee to each of your service lines builds on this core of accountability. Additionally, consider consolidating your service desk, network monitoring and security administration teams under this service desk structure. You will realize tremendous savings and economies of scale through this streamlined approach, not to mention the ease of managing fewer people. Simplified point of contact. Complexity breeds chaos and chaos reduces productivity. When one of your employees has a tech issue, they clearly know where to turn: the service desk. Confusion and frustration is alleviated, as is disinformation; ultimately improving productivity. By turning to the appropriate person within the service desk, the ticket may be quickly handled by a uniquely informed individual. Integrate IT service processes. Unfortunately, many large organizations have no idea where assets reside or what software licenses they hold. By centralizing your repository of assets and managing them through one provider, you will know where 4

5 your assets are, who is using them, what they are being used for, what service issues have arisen, and ultimately, you will gain visibility into your total IT footprint. Integrated processes and centralized data can pull together what has been purchased, deployed and managed by working with both procurement and deployment. This step alone can save millions of dollars when the organization is large and complex. Coordinate rather than duplicate. One single point of coordination means one system, not multiple systems. Shared data allows you and your team visibility into the big picture so you can make smarter IT service management decisions. Optimize your service desk with remote desktop agents. Often, service desk, help desk and remote monitoring services are provided by three different vendors, increasing the possibility of confusion, inefficiency and expense. By adding employees to the service desk armed with the expertise and tools to remotely access and resolve issues on desktops, your IT service desk can resolve issues faster and reduce costly on-site dispatches. Unresolved issues can still be escalated to field support for an on-site visit if necessary. This creates an integrated bridge between your field support and your service desk, allowing remote desktop employees to view and work within an employee s desktop and system. Without going to the time and expense of a field service visit, your remote desktop team can effectively assess the situation, make simple fixes and inform specific follow up actions. Create accountability through data analysis. An integrated service desk approach, with data being captured centrally, allows IT service desk management to easily review incidents and learn how to improve both the service desk and follow up service assistance within the confines of the quality assurance process. Incident management tools can capture incident data including: incident location, day/time and resolution method, best opportunities for process integration, value stream maps and prioritization matrices. With this data, managers can collect actionable information regarding the support model, hold service desk and follow up service personnel accountable, set clear objectives based on real data, and better plan for staffing and budgeting needs. Leverage the integrated service desk to optimize the lifecycle of your assets. Take advantage of the integration of your IT lifecycle support services through the service desk s one point of contact. This brings your hardware, software licensing and imaging, buying or leasing plans, deployment and maintenance, equipment replacement, recycling or disposal into the same system with your service data so you can truly monitor and manage your hardware and software lifecycle cradle to 5

6 grave. And by integrating your lifecycle services across multiple facilities, you ll gain economies of scale and more buying power. Also consider centralized imaging, staging, desktop management, deployment and tracking to eliminate redundant overhead. Consider a zero touch workflow This bleeding edge approach is viable for large organizations in which technology must always be available to employees. The zero touch approach is considered a just in time method because an employee with a service need actually ships their computer out for service. Meanwhile, an internal power user quickly gets a temporary computer to the employee until the employee s original computer is fixed and returned to them. This approach means minimal service line interaction and minimal workflow disruption for your employees. If the scale of your organization is large enough, zero touch can be highly appropriate. How do we get there from here? As we consider our current situation, the answer begins, as always, with recognition of the problem. As we ve discussed, silos create numerous areas of inefficiencies or cost challenges. Sometimes we simply don t recognize the issue until it manifests itself in points of pain. An analysis of the answer to this question is the point of another paper. For now it is critical to look at your current internal service support organization and look for symptoms. A good place to start is an examination of the current service desk model. Simply looking at how many service points they touch and the methodology they use to interact with other parts of the organization will allow you to begin to see how many silos you might have. In doing so, consider some of the aforementioned points. If you begin to address the issue now, you just might be able to operate in a mode of preventative medicine versus pain therapy. At Bell Techlogix, we offer a higher level of overall service level agreements including integrated service desk solutions at lower cost points. We continuously work to improve our services, including the best practices discussed here throughout the life of each client service contract. Bell Techlogix is a leading provider of IT Lifecycle Support Services, IT Service Desk Solutions and Mobile Managed Services. The Bell Techlogix team holds over 450 partner certifications in industry leading technologies, allowing us to make unbiased assessments and recommendations based on the best possible solution regardless of the technology needed. To learn more about how we can help streamline your IT service response, contact Bell Techlogix at Or visit our web site at for more information about our services. Focused, skilled and reliable A technology leader committed to innovation in service management and the success of its clients For more information, visit 6

Get what s right for your business. Contact @lliance Technologies.

Get what s right for your business. Contact @lliance Technologies. Provisioning Looking for new technology? You need systems in line with your business goals. You also need those systems to interact seamlessly. We can help you get the right technology to the right place

More information

Monitoring, Managing, Remediating

Monitoring, Managing, Remediating MANAGED SERVICES Packages include: Fault management Troubleshooting & escalation Proactive monitoring WAN status 800# Incident & inventory management Quarterly reviews Managed device database Online dashboard

More information

What You Need to Know Before Selecting a Managed Print Services Partner

What You Need to Know Before Selecting a Managed Print Services Partner What You Need to Know Before Selecting a Managed Print Services Partner Darrell Amy, Convergence Consulting Summary Laser printers represent one of the last areas of unmanaged costs inside a company. Many

More information

Optimizing Support For Next Gen Retail:

Optimizing Support For Next Gen Retail: Optimizing Support For Next Gen Retail: How New Technologies & Increased Deployments Are Generating The Need For More Efficient Call Centers 2014 Level 10 and/or its affiliates. All rights reserved. 1

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE MULTI-SITE 1 INFO@OPTUSINC.COM 877.892.4900 OPTUSINC.COM

BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE MULTI-SITE 1 INFO@OPTUSINC.COM 877.892.4900 OPTUSINC.COM BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE MULTI-SITE 1 INFO@OPTUSINC.COM 877.892.4900 OPTUSINC.COM BUSINESS COMMUNICATIONS LIFECYCLE PARTNER OF CHOICE WHEREVER YOU ARE IN THE LIFECYCLE OF YOUR

More information

I. Introduction. An SHI International Corp White Paper IT Outlaw: Making VDI Friendly

I. Introduction. An SHI International Corp White Paper IT Outlaw: Making VDI Friendly An SHI International Corp White Paper IT Outlaw: Making VDI Friendly I. Introduction As today s IT teams and budgets are leaner than ever, resource and time management are key to successfully navigating

More information

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk

Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Solution White Paper BMC Service Resolution: Connecting and Optimizing IT Operations with the Service Desk Improve service availability, mean time to repair (MTTR), and cross-team communications while

More information

ITSM Process Description

ITSM Process Description ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management

More information

Share this ebook! Top 7 Benefits IT Process Automation Provides MSP s 1

Share this ebook! Top 7 Benefits IT Process Automation Provides MSP s 1 Top 7 Benefits IT Process Automation Provides MSP s 1 Introduction.. 3 1. Enables Scalability Without Increasing Head Count.. 9 2. An End To Firefighting... 12 3. Complicated Scripting No Longer Necessary..

More information

Service Desk 3.0, the ideal solution

Service Desk 3.0, the ideal solution Service Desk 3.0, the ideal solution Service Desk 3.0, the ideal solution Contents 03 Introduction 04 Service Desk 1.0 05 Service Desk 2.0 07 Service Desk 3.0 09 Conclusion Service Desk 3.0, the Ideal

More information

Empowering the Enterprise Through Unified Communications & Managed Services Solutions

Empowering the Enterprise Through Unified Communications & Managed Services Solutions Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can

More information

Managing the Unmanaged Print Fleet

Managing the Unmanaged Print Fleet Managing the Unmanaged Print Fleet A Staples, Inc. White Paper April 2012 Executive Summary While office printers may seem easy enough to manage, many businesses are hard pressed to state exactly how many

More information

CA Service Desk On-Demand

CA Service Desk On-Demand PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.

More information

HP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes.

HP Service Manager. HP s next-generation IT service management solution. Technology for better business outcomes. HP Service Manager HP s next-generation IT service management solution Technology for better business outcomes. IT Services Lifecycle in HP Service Manager HP Service Manager: Setting the standard for

More information

Service Lifecycle Management Solutions

Service Lifecycle Management Solutions Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just

More information

Global Outsourcing / Infrastructure Management. Instinct 2.0. Bridging the Gap between the Disparate Needs of Organizations and End-Users

Global Outsourcing / Infrastructure Management. Instinct 2.0. Bridging the Gap between the Disparate Needs of Organizations and End-Users Global Outsourcing / Infrastructure Management the way we do it Instinct 2.0 Bridging the Gap between the Disparate Needs of Organizations and End-Users Bridging the Gap between the Disparate Needs of

More information

Mitigating Costly New Technology Risks For Continued Stability and Profitability

Mitigating Costly New Technology Risks For Continued Stability and Profitability Created for Steve Van Tol Mitigating Costly New Technology Risks For Continued Stability and Profitability sized businesses choose to pay for on-site support on an as- needed basis as opposed to having

More information

Backup Your Data and Keep it in Canada

Backup Your Data and Keep it in Canada Technology Magazine Issue 1 Achieve Your Business Goals With Technology Reducing Downtime With Managed Backup Your Data and Keep it in Canada BROUGHT TO YOU BY www.genscorp.com G C ENS ORP IT INFORMATION

More information

A Closer Look at BPM. January 2005

A Closer Look at BPM. January 2005 A Closer Look at BPM January 2005 15000 Weston Parkway Cary, NC 27513 Phone: (919) 678-0900 Fax: (919) 678-0901 E-mail: info@ultimus.com http://www.ultimus.com The Information contained in this document

More information

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE

SERVICE LIFECYCLE MANAGEMENT: PATHWAY TO PROFITABLE SERVICE WRITTEN BY: JOHN CARROLL, CHIEF EXECUTIVE OFFICER FEBRUARY 2013 Page 2 of 9 In The Service Council s The Role of Service Culture In Driving Service Revenues research (October 2012), virtually half of organizations

More information

SOLUTION WHITE PAPER

SOLUTION WHITE PAPER SOLUTION WHITE PAPER BMC Service Resolution: Bridging the Gap between Network Operations and the Service Desk Improve service availability and mean time to repair (MTTR) while prioritizing event resolution

More information

Department of Information Technology

Department of Information Technology Lines of Business LOB #132: END USER SERVICES Department of Information Technology Purpose The End User Services LOB in the Department of Information Technology is responsible for providing direct technical

More information

SAP Managed Services SAP MANAGED SERVICES. Maximizing Performance and Value, Minimizing Risk and Cost

SAP Managed Services SAP MANAGED SERVICES. Maximizing Performance and Value, Minimizing Risk and Cost SAP Managed Services SAP MANAGED SERVICES Maximizing Performance and Value, Minimizing Risk and Cost WE RE FOCUSED ON YOUR GOALS Increase productivity with fewer resources. Optimize IT systems while cutting

More information

Whitepaper Accelerating Your Success with Avnet and HP

Whitepaper Accelerating Your Success with Avnet and HP Accelerating Your Success Whitepaper Accelerating Your Success with Avnet and HP Build your competitive advantage with stable, long-life platforms, global support, and direct engineering access Accelerating

More information

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution

The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................

More information

Standardize your ITSM

Standardize your ITSM Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations

More information

A Unified View of Network Monitoring. One Cohesive Network Monitoring View and How You Can Achieve It with NMSaaS

A Unified View of Network Monitoring. One Cohesive Network Monitoring View and How You Can Achieve It with NMSaaS A Unified View of Network Monitoring One Cohesive Network Monitoring View and How You Can Achieve It with NMSaaS Executive Summary In the past few years, the enterprise computing technology has changed

More information

Ensuring Optimal Governance and Relationship Management Between Parties

Ensuring Optimal Governance and Relationship Management Between Parties Ensuring Optimal Governance and Relationship Management Between Parties 16 th October 2012 Noel Cullen Head of Sourcing, Financial Services Who KPMG Financial Services sourcing are The FS sourcing team

More information

At the Heart of Connected Manufacturing

At the Heart of Connected Manufacturing www.niit-tech.com At the Heart of Connected Manufacturing Transforming Manufacturing Operations to Drive Agility and Profitability The success of the new manufacturing network hinges on the agility of

More information

GROCERY CHAIN MAXIMIZES NETWORK UPTIME

GROCERY CHAIN MAXIMIZES NETWORK UPTIME CASE STUDY A LEADING GROCERY CHAIN IN THE SOUTHEAST WITH 900+ RETAIL STORE LOCATIONS GROCERY CHAIN MAXIMIZES NETWORK UPTIME Network uptime can spell the difference between a successful business and one

More information

SETTING UP AN ITIL SERVICE DESK BRETTA SLAGLE DOUG AUSTIN

SETTING UP AN ITIL SERVICE DESK BRETTA SLAGLE DOUG AUSTIN SETTING UP AN ITIL SERVICE DESK BRETTA SLAGLE DOUG AUSTIN AGENDA Introduction Issues with previous processes Why ITIL? What is a Service Desk? Implementing a Service Desk Challenges Critical Success Factors

More information

Top 10 Considerations for Selecting the Right RMM Solution

Top 10 Considerations for Selecting the Right RMM Solution 1 Introduction The most successful IT service providers are those that find ways to differentiate themselves from the competition and consistently strive to retain loyal customers. In an increasingly crowded

More information

Managed Services. Business Intelligence Solutions

Managed Services. Business Intelligence Solutions Managed Services Business Intelligence Solutions Business Intelligence Solutions provides an array of strategic technology services for life science companies and healthcare providers. Our Managed Services

More information

Managing Third-Party. Service Providers. An Astea White Paper WHITEPAPER

Managing Third-Party. Service Providers. An Astea White Paper WHITEPAPER Managing Third-Party WHITEPAPER Service Providers An Astea White Paper Introduction For companies with a rapidly growing customer base, meeting an expanding demand for field service can be daunting. You

More information

Virtual Show and Tell: Using Remote Tech Support to Save Time and Money

Virtual Show and Tell: Using Remote Tech Support to Save Time and Money Virtual Show and Tell: Using Remote Tech Support to Save Time and Money Making Technology Work for You As companies take the lead on telecommuting and virtual work environments, the mobile workforce continues

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

HiTouch Business Services has been invited to serve as one of 14 organizations on HP s Managed Print Services Advisory Council.

HiTouch Business Services has been invited to serve as one of 14 organizations on HP s Managed Print Services Advisory Council. HP Managed Print Services (MPS) combines innovative hardware, software, and services to help organizations harness the power of information within their printing environment. HP s printer security services

More information

Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management

Service Management from Serena Software. Orchestrated. Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Orchestrated Service Management from Serena Software Visibility, Flexibility and Ease of Use through Process-Based IT Service Management Solution Brief Challenges High TCO as systems are inflexible, expensive

More information

TECHNOLOGY IT ROADMAP SERVICE CORE

TECHNOLOGY IT ROADMAP SERVICE CORE BE FREE BE FREE OF TECHNOLOGY IT ROADMAP SERVICE CORE TALK TO OUR EXPERTS 1.877.222.8615 www.bestit.com WHY GET AN IT ROADMAP? Enterprise competitive performance is a critical differentiator in today s

More information

I D C T E C H N O L O G Y S P O T L I G H T. F l e x i b l e Capacity: A " Z e r o C a p i t a l " Platform w ith On- P r emise Ad va n t a g e s

I D C T E C H N O L O G Y S P O T L I G H T. F l e x i b l e Capacity: A  Z e r o C a p i t a l  Platform w ith On- P r emise Ad va n t a g e s I D C T E C H N O L O G Y S P O T L I G H T F l e x i b l e Capacity: A " Z e r o C a p i t a l " Platform w ith On- P r emise Ad va n t a g e s March 2014 Adapted from Attaching Support Services at the

More information

THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS

THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS THE FOUR PILLARS OF TECHNOLOGY BUSINESS SUCCESS ORGANIZING YOUR BUSINESS OPTIMIZING YOUR CUSTOMERS EXPERIENCE BUILDING YOUR PIPELINE UNDERSTANDING YOUR METRICS OVERVIEW Building and maintaining a profitable

More information

Managing IT Using the Summit Platform

Managing IT Using the Summit Platform White Paper Managing IT Using the Summit Platform SUMMUS Software 1 Introduction Midsize and enterprise organizations worldwide are faced with increasingly tough challenges. Many are asking their IT organizations

More information

when it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM

when it comes. Benjamin Disraeli to be ready for opportunity The secret of success is What is CRM? Why CRM? About Agiline CRM What is CRM? Customer Relationship Management (CRM) is a strategy and a corporate philosophy that puts the customer at the center of business operations so as to increase profits by improving customer

More information

CONTENTS P.2 P.3 P.4 P.5 PROTECT YOUR IT ASSETS INTEGRATING A BEST OF BREED SUPPORT SOLUTION WITH PATCH AND ASSET MANAGEMENT

CONTENTS P.2 P.3 P.4 P.5 PROTECT YOUR IT ASSETS INTEGRATING A BEST OF BREED SUPPORT SOLUTION WITH PATCH AND ASSET MANAGEMENT PROTECT YOUR IT ASSETS INTEGRATING A BEST OF BREED SUPPORT SOLUTION WITH PATCH AND ASSET MANAGEMENT CONTENTS P.2 P.3 P.4 P.5 EXECUTIVE SUMMARY INTRODUCTION WHY INTEGRATE HELP DESK WITH PATCH AND ASSET

More information

RTM Consulting. Practical Knowledge Management. The Keys to Customer Satisfaction. Randy Mysliviec CEO

RTM Consulting. Practical Knowledge Management. The Keys to Customer Satisfaction. Randy Mysliviec CEO RTM Consulting Practical Knowledge Management The Keys to Customer Satisfaction Randy Mysliviec CEO RTM Consulting 2 2012. All rights reserved. Practical Knowledge Management The Keys to Customer Satisfaction

More information

Dynamic Service Desk. Unified IT Management. Solution Overview

Dynamic Service Desk. Unified IT Management. Solution Overview I T S E R V I C E + I T A S S E T M A N A G E M E N T INFRASTRUCTURE MANAGEMENT Dynamic Service Desk Unified IT Management Achieving business and IT alignment requires having insight into hardware and

More information

Vodafone Global Supplier Management

Vodafone Global Supplier Management Vodafone Global Supplier Management Vodafone Global Enterprise One global communications supplier for streamlined processes, reduced costs and fully centralised management. Vodafone Power to you 78% of

More information

Mail Center Services. Meeting Today s Mail Management Challenges: Contain Costs, Boost Efficiency and Mitigate Risk MAIL CENTER

Mail Center Services. Meeting Today s Mail Management Challenges: Contain Costs, Boost Efficiency and Mitigate Risk MAIL CENTER Mail Center Services Meeting Today s Mail Management Challenges: Contain Costs, Boost Efficiency and Mitigate Risk MAIL CENTER Introduction The mail center continues to be the organization s hub for information,

More information

My Experience. Serve Users in a Way that Serves the Business.

My Experience. Serve Users in a Way that Serves the Business. Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate

More information

Altiris Asset Management Suite 7.1 from Symantec

Altiris Asset Management Suite 7.1 from Symantec Ensuring compliance and maximizing your IT investment Overviewview In IT change is inevitable, but asset management provides a starting point for disciplined, standards-based management that elevates the

More information

IT Operations Management. Intelligent. Integrated. Innovative.

IT Operations Management. Intelligent. Integrated. Innovative. IT Operations Management Intelligent. Integrated. Innovative. Who We Are We are Symphony SUMMIT. We offer intelligent, integrated, and innovative solutions for managing IT operations. Our mantra is to

More information

Look around any workplace and you see Information Technology (IT) assets. If you are working in an average office environment, you probably have a

Look around any workplace and you see Information Technology (IT) assets. If you are working in an average office environment, you probably have a 1 Look around any workplace and you see Information Technology (IT) assets. If you are working in an average office environment, you probably have a computer monitor with a CPU at your desk along with

More information

When IT Service Management isn t What it Could Be: The Importance of Kaizen in ITSM

When IT Service Management isn t What it Could Be: The Importance of Kaizen in ITSM SERVICE MANAGEMENT When IT Service Management isn t What it Could Be: The Importance of Kaizen in ITSM White Paper 2 Table of Contents What Are the Telltale Signs That Your ITSM Solution is Outdated, Inefficient

More information

WHITE PAPER. Extending the Reach of the Help Desk With Web-based Asset Management Will Significantly Improve Your Support Operations

WHITE PAPER. Extending the Reach of the Help Desk With Web-based Asset Management Will Significantly Improve Your Support Operations Extending the Reach of the Help Desk With WHITE PAPER By Mark Krieger, Vice President of Product Development, Edison Numara Software OVERVIEW Today s IT support operations are confronted with the challenge

More information

Transportation Management Systems Solutions:

Transportation Management Systems Solutions: Transportation Management Systems Solutions: The Workhorse of Logistics 866.672.2862 m33integrated.com 511 Rhett Street, Suite 3 Greenville, South Carolina 29601 Few advances in commercial transportation

More information

MAXIMIZING VALUE FROM SAP WITH SUPPLY CHAIN COLLABORATION IN A SOFTWARE-AS-A-SERVICE MODEL. An E2open White Paper. Contents.

MAXIMIZING VALUE FROM SAP WITH SUPPLY CHAIN COLLABORATION IN A SOFTWARE-AS-A-SERVICE MODEL. An E2open White Paper. Contents. White Paper MAXIMIZING VALUE FROM SAP WITH SUPPLY CHAIN COLLABORATION IN A SOFTWARE-AS-A-SERVICE MODEL An E2open White Paper 2 2 4 6 Contents Executive Overview Issues and Challenges Resolution Plan for

More information

SOLUTION BRIEF: CA IT ASSET MANAGER. How can I reduce IT asset costs to address my organization s budget pressures?

SOLUTION BRIEF: CA IT ASSET MANAGER. How can I reduce IT asset costs to address my organization s budget pressures? SOLUTION BRIEF: CA IT ASSET MANAGER How can I reduce IT asset costs to address my organization s budget pressures? CA IT Asset Manager helps you optimize your IT investments and avoid overspending by enabling

More information

Your Complete Guide to Building vs Outsourcing Your Company s Service Desk

Your Complete Guide to Building vs Outsourcing Your Company s Service Desk Your Complete Guide to Building vs Outsourcing Your Company s Service Desk Over the past few decades, organizations have made unparalleled strides toward improving customer experiences through a combination

More information

Expect More. savings. Smart Managed Document Solutions from OKI

Expect More. savings. Smart Managed Document Solutions from OKI Expect More savings Smart Managed Document Solutions from OKI Smart Managed Document Solutions from OKI A long-term strategy for reducing costs and increasing efficiencies. The costs of printer hardware,

More information

2011 NASCIO Recognition Award Nomination State of Georgia

2011 NASCIO Recognition Award Nomination State of Georgia 2011 NASCIO Recognition Award Nomination State of Georgia Nomination Category: Enterprise IT Management Initiatives Title of Nomination: Georgia Enterprise Technology Services Nomination Submitted By:

More information

BRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper

BRIDGE. the gaps between IT, cloud service providers, and the business. IT service management for the cloud. Business white paper BRIDGE the gaps between IT, cloud service providers, and the business. IT service management for the cloud Business white paper Executive summary Today, with more and more cloud services materializing,

More information

10 simple rules for buying a helpdesk system

10 simple rules for buying a helpdesk system TechExcel White Paper Follow these ten rules to get your helpdesk started on the right path. Whether you are buying for the first time or just replacing your current system, this whitepaper aims to provide

More information

The Role of Tools in IT Infrastructure Outsourcing

The Role of Tools in IT Infrastructure Outsourcing 2007 AN EVEREST RESEARCH INSTITUTE WHITEPAPER The Role of Tools in IT Infrastructure Outsourcing How Investments in Tools Can Create Competitive Advantage Ross Tisnovsky, VP Research Soumit Banerjee, Research

More information

Creating Added Value for the IT Service Management Practice. How ConsoleWorks Creates Value for ITSM Best Practices

Creating Added Value for the IT Service Management Practice. How ConsoleWorks Creates Value for ITSM Best Practices Creating Added Value for the IT Service Practice Many of the best practices documented within ITSM provide guidance on how to perform IT functions in a consistent and reliable manner. It calls for a seamless

More information

Elevator Service Preventive or Predictive

Elevator Service Preventive or Predictive www.wipro.com Elevator Service Preventive or Predictive Market Differentiation Through Remote Monitoring Data and a Predictive Service Program Russell Gray Sr. Consultant, Business Process Group Aftermarket

More information

The 7 Really Important Questions About: MANAGED SERVICES

The 7 Really Important Questions About: MANAGED SERVICES The 7 Really Important Questions About: MANAGED SERVICES Many of our clients enjoy the peace of mind that is Be Structured s Managed Services Plan. Because when you value a well-maintained network and

More information

Successfully managing geographically distributed development

Successfully managing geographically distributed development IBM Rational SCM solutions for distributed development August 2004 Successfully managing geographically distributed development Karen Wade SCM Product Marketing Manager IBM Software Group Page 2 Contents

More information

Fleet Management. A guide to saving money by rationalising your printing and copying resources. Prepared by. Nathan Taylor, IT Technical Writer

Fleet Management. A guide to saving money by rationalising your printing and copying resources. Prepared by. Nathan Taylor, IT Technical Writer Fleet Management A guide to saving money by rationalising your printing and copying resources Prepared by Nathan Taylor, IT Technical Writer Updated September 2008 Sponsored by White Paper Fleet Management

More information

Service Catalogue. 0984v1

Service Catalogue. 0984v1 0984v1 Service Catalogue Table of Contents Service Desk...3 Desktop Services...4 Wintel Services...5 Enterprise Services...6 Network Services...7 IMAC s (Install, Move, Addition and Change Services)...8

More information

IBM Tivoli Netcool network management solutions for enterprise

IBM Tivoli Netcool network management solutions for enterprise IBM Netcool network management solutions for enterprise The big picture view that focuses on optimizing complex enterprise environments Highlights Enhance network functions in support of business goals

More information

ECM as a Shared Service: The New Frontier

ECM as a Shared Service: The New Frontier Doculabs White Paper: ECM as a Shared Service: The New Frontier Organizations are struggling with the increasing growth of unstructured content: all the word processing files, e-mail, spreadsheets, web

More information

10 Tips to Better Manage Your Service Team

10 Tips to Better Manage Your Service Team 10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk

More information

ROUTES TO VALUE. Business Service Management: How fast can you get there?

ROUTES TO VALUE. Business Service Management: How fast can you get there? ROUTES TO VALUE Business Service : How fast can you get there? BMC Software helps you achieve business value quickly Each Route to Value offers a straightforward entry point to BSM; a way to quickly synchronize

More information

The New Data Integration Model. The Next Real B2B Integration Opportunity for System Integrators & VARs

The New Data Integration Model. The Next Real B2B Integration Opportunity for System Integrators & VARs The New Data Integration Model The Next Real B2B Integration Opportunity for System Integrators & VARs 2 In this E-book This E-book highlights a new framework called the New Integration Model created to

More information

SAP Solution Brief SAP Technology SAP IT Infrastructure Management. Unify Infrastructure and Application Lifecycle Management

SAP Solution Brief SAP Technology SAP IT Infrastructure Management. Unify Infrastructure and Application Lifecycle Management SAP Brief SAP Technology SAP IT Infrastructure Management Objectives Unify Infrastructure and Application Lifecycle Management Supercharge your IT infrastructure Supercharge your IT infrastructure What

More information

OVERCOMING FIELD SERVICE & REVERSE LOGISTICS CHALLENGES WITH AN INTEGRATED, BEST OF BREED ENTERPRISE SERVICE MANAGEMENT SYSTEM

OVERCOMING FIELD SERVICE & REVERSE LOGISTICS CHALLENGES WITH AN INTEGRATED, BEST OF BREED ENTERPRISE SERVICE MANAGEMENT SYSTEM OVERCOMING FIELD SERVICE & REVERSE LOGISTICS CHALLENGES WITH AN INTEGRATED, BEST OF BREED ENTERPRISE SERVICE MANAGEMENT SYSTEM A WHITE PAPER BY: Michael R. Blumberg, CMC PRESIDENT, Blumberg Advisory Group

More information

Manufacturing Strategies that Win: Executive View of the Cloud Executive Brief

Manufacturing Strategies that Win: Executive View of the Cloud Executive Brief Technology Evaluation Centers Executive Summary To date, manufacturers have been slow to embrace cloud computing. But the proven success of cloud-based solutions, coupled with the promise of a less expensive

More information

solution brief NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC

solution brief NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC NEC Remote Managed Services Prevent Costly Communications Downtime with Proactive Network Monitoring and Management from NEC NEC Remote Managed Services: Removing the Complexities of Communications Network

More information

Symantec ServiceDesk 7.1

Symantec ServiceDesk 7.1 Information Technology Infrastructure Library support and process automation puts the service back in service desk Data Sheet: Endpoint Management Overview IT departments are coming under pressure to do

More information

Optimize Field Service With Automated Scheduling and Dispatch

Optimize Field Service With Automated Scheduling and Dispatch Astea Whitepaper: Optimize Field Service With Automated Scheduling and Dispatch Optimize Field Service With Automated Scheduling and Dispatch WHITEPAPER 1 Introduction Field service is a dynamic environment.

More information

Address IT costs and streamline operations with IBM service request and asset management solutions.

Address IT costs and streamline operations with IBM service request and asset management solutions. Service management solutions To support your IT objectives Address IT costs and streamline operations with IBM service request and asset management solutions. Highlights Help service desk technicians become

More information

DevOpsand The Service Desk Don t Let The Developers Hijack The Discussion!

DevOpsand The Service Desk Don t Let The Developers Hijack The Discussion! Concurrency CHICAGOLAND LOCAL CHAPTER DevOpsand The Service Desk Don t Let The Developers Hijack The Discussion! Randy Steinberg RSteinberg@concurrency.com The Issue Here You Go! Dev Great! Ops This Is

More information

Information Technology Services

Information Technology Services Information Technology Services 2011 Services Guide 77 Accord Park Drive, Suite A10 Norwell, MA 02061 (781) 871-3662 A proactive, preventative approach to IT management. System downtime, viruses, spyware,

More information

WHITE PAPER SEPTEMBER 2014. Why Your Current Service Desk is Failing Your Business, and What To Do About It

WHITE PAPER SEPTEMBER 2014. Why Your Current Service Desk is Failing Your Business, and What To Do About It WHITE PAPER SEPTEMBER 2014 Why Your Current Service Desk is Failing Your Business, and What To Do About It 2 WHITE PAPER: CLOUD SERVICE MANAGEMENT Table of Contents Executive Summary 3 Introduction 3 Requirement

More information

Clarity Assurance allows operators to monitor and manage the availability and quality of their network and services

Clarity Assurance allows operators to monitor and manage the availability and quality of their network and services Clarity Assurance allows operators to monitor and manage the availability and quality of their network and services clarity.com The only way we can offer World Class Infocomm service is through total automation

More information

Crossing Boundaries for Contact Centers

Crossing Boundaries for Contact Centers Crossing Boundaries for Contact Centers Knocking Down Geographies and Walls Blair Pleasant President & Principal Analyst COMMfusion LLC Brad Herrington Senior Manager, Solutions Marketing Interactive Intelligence,

More information

A trusted support resource can help you drive growth and innovation. Maintenance and technical support services from IBM

A trusted support resource can help you drive growth and innovation. Maintenance and technical support services from IBM IBM Global Technology Services A trusted support resource can help you drive growth and innovation. Maintenance and technical support services from IBM A PROACTIVE APPROACH TO INFRASTRUCTURE SUPPORT YOU

More information

Service Excellence: Strategic Differentiator and Enhanced Profitability for Equipment Dealers

Service Excellence: Strategic Differentiator and Enhanced Profitability for Equipment Dealers Service Excellence WHITEPAPER Service Excellence: Strategic Differentiator and Enhanced Profitability for Equipment Dealers A best practices guide for Forward Looking Equipment Dealers to optimized Customer

More information

Convergence of Desktop Security and Management: System Center 2012 Endpoint Protection and System Center 2012 Configuration Manager

Convergence of Desktop Security and Management: System Center 2012 Endpoint Protection and System Center 2012 Configuration Manager Convergence of Desktop Security and Management: System Center 2012 Endpoint Protection and System Center 2012 Configuration Manager Contents INTRODUCTION: UNDERSTANDING HOW ALIGNING DESKTOP SECURITY AND

More information

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER

Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER CONTENTS ADAPTING TO THE CONSTANTLY CHANGING ENVIRONMENT....................... 1 THE FOUR KEY BENEFITS OF AUTOMATION..................................

More information

THE CONSTRUCTION INDUSTRY TRANSITION TO ENTERPRISE WORKFORCE MANAGEMENT AND INFORMATION SYSTEMS

THE CONSTRUCTION INDUSTRY TRANSITION TO ENTERPRISE WORKFORCE MANAGEMENT AND INFORMATION SYSTEMS White Paper: THE CONSTRUCTION INDUSTRY TRANSITION TO ENTERPRISE WORKFORCE MANAGEMENT AND INFORMATION SYSTEMS A DISCUSSION ON THE TRANSITION, ASPIRATIONS AND INHIBITORS FROM A ROUNDTABLE DISCUSSION AMONG

More information

Experience Business Success Invest in Microsoft CRM Today

Experience Business Success Invest in Microsoft CRM Today Experience Business Success Invest in Microsoft CRM Today Published: August 2005 The information contained in this document represents the current view of Microsoft Corporation on the issues discussed

More information

ROI VOI Feasibility Analysis

ROI VOI Feasibility Analysis ROI VOI Feasibility Analysis Pink Elephant White Paper PinkLink November 2006 Table Of Contents 1 VOI vs ROI... 3 2 VOI & The ITIL Business Case... 4 2.1 Why ROI/VOI & IT Governance... 4 3 Project Initiation...

More information

Managed Desktop Support Services

Managed Desktop Support Services managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying

More information

Organizations remain under intense pressure to reduce costs To reduce costs we must increase efficiency in resource allocation

Organizations remain under intense pressure to reduce costs To reduce costs we must increase efficiency in resource allocation Total Cost of Ownership: What is it Really? August 11, 2003 The Challenge How do I optimize my IT investments? Organizations remain under intense pressure to reduce costs To reduce costs we must increase

More information

Meeting the Challenge of Service Request Management SOLUTION WHITE PAPER

Meeting the Challenge of Service Request Management SOLUTION WHITE PAPER Meeting the Challenge of Request Management SOLUTION WHITE PAPER Table of Contents Executive Summary...1 Why You Should Consider a Solution...2 > The Fragmentation Problem...2 > The Funnel Approach...2

More information

PREMIER SERVICES MAXIMIZE PERFORMANCE AND REDUCE RISK

PREMIER SERVICES MAXIMIZE PERFORMANCE AND REDUCE RISK MAXIMIZE PERFORMANCE AND REDUCE RISK 1 BROCHURE COMPLEXITIES IN MISSION CRITICAL SYSTEMS CONTINUE TO INCREASE Mission critical communications systems have become increasingly complex as more features and

More information

Designing and Implementing IT Infrastructure Standardization for a Large Energy Company

Designing and Implementing IT Infrastructure Standardization for a Large Energy Company Customer Success Stories TEKsystems Global Services Designing and Implementing IT Infrastructure Standardization for a Large Energy Company ENERGY SERVICES NETWORK INFRASTRUCTURE SERVICES TECHNOLOGY DEPLOYMENT

More information

Where is Your Print Strategy? An IDC interactive document, sponsored by HP

Where is Your Print Strategy? An IDC interactive document, sponsored by HP Where is Your Print Strategy? An IDC interactive document, sponsored by HP Where is Your Print Strategy? Organizations have the opportunity to reduce costs, increase productivity, increase security and

More information