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Service Desk Management Works for Insurance Firms Enterprise and SMB Clients

By ⋅ May 3, 2011 ⋅ Post a comment

The demands on the IT operations staff had led the firm to outsource service desk and delivery tasks to a third party. The outsource firm collected and maintained all control of data relating to providing standardized services. They served a number of firms and sent pre-defined reports back to their clients. Unfortunately, the number and [...]

ITCAM for Microsoft Applications Customer Implementation Review

By ⋅ May 3, 2011 ⋅ Post a comment

No matter what is driving a project, it is important for implementers to understand how to sidestep trouble by learning from prior experiences.  This paper describes the experiences of an early adopter of IBM Tivoli’s Composite Application Manager (ITCAM) for Microsoft Applications.  ITCAM for Microsoft Applications is built using the same enterprise class base infrastructure [...]

Public Sector IT Organization boosts productivity with IBM Tivoli Usage and Accounting Manager

By ⋅ October 28, 2009 ⋅ Post a comment

Initial Challenges: Productivity and Billing The IT organization found itself in a bind when it came to delivering and billing for three types of services — enterprise email services, web services and co-location services. There were long lag times between service requests and activation, but worse, there were inaccuracies in the usage reporting and billing. [...]

Philips improves user experience with ITCAM

By ⋅ September 9, 2009 ⋅ Post a comment

Philips uses IBM’s Composite Application Management to improve user experience and application performance download the pdf Overview Royal Philips Electronics of the Netherlands (NYSE: PHG, AEX: PHI) is a diversified Health and Well-being company, focused on improving people‟s lives through timely innovations. Business need: Eliminate user response time problems by quickly identifying the source using [...]

Global manufacturer streamlines ITIL processes with IBM Tivoli Service Request Manager

By ⋅ June 15, 2009 ⋅ Post a comment

Global manufacturer streamlines ITIL® processes with comprehensive and accurate view of asset histories from IBM Tivoli® Service Request Manager download the pdf Overview Company: A global manufacturer which designs, develops and supports electronic and IT systems and subsystems for a range of military and commercial applications. IT Strategy: Drive up IT staff productivity and improve [...]

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