Lucent Technologies is aiming to provide IT managers with the ability to manage multiple services from a single location. The Intelligent Service Manager (ISM) is a software platform supporting Web-based provisioning which will allow customers, via...
Ex-Irish state owned telco, Eircom, has implemented a £320,000 service management application for all of its service operations. Called SORTS (Service Order Reporting and Tracking System), the programme tracks all of Eircom's service orders, for...
The term originates in the world of Neuro Linguistic Programming (NLP), the science of human excellence developed by Richard Bandler. In IT terms we are talking about modeling excellence - seeking out those who are succeeding.
Service management of corporate IT will never work without solid operational processes, argues Quocirca analyst Jon Collins. We hear a lot about how we should organise our IT infrastructures to provide an effective service to the business.
International hotelier NH Hoteles has rationalised its IT service desk procedure in anticipation of doubling its business by 2009. The company operates 350 hotels for business guests in 20 countries, and its IT infrastructure is maintained by only...
Gartner says the India-3 have achieved this by demonstrating process excellence, world-class HR practices, providing high quality services at a low cost and by winning significant "mind share" compared to their size.