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Service Desk Management Works case study

IBM Corporation

Ptak, Noel & Associates LLC is an international, enterprise and business focused insurance firm that delivers a full range of benefit packages that include disability, long term care, life and voluntary insurance products. The demands on the IT operations staff had led the firm to outsource service desk and delivery tasks to a third party. The outsourced firm collected and maintained all control of data relating to providing standardized services. Convinced that they could provide more services at greater efficiencies by bringing the responsibility for data and service delivery-house, the internal staff determined that in order to do their job most effectively they needed control of and responsibility for a specific set of functions.

The changes described in this case study explain how Service Desk Management help them to achieve that goal.

Tags : service desk management, problem management, incident and access management, incident management process, incident management software, ptak noel & associates, it operations, service desk management


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Published:  Jun 28, 2011
Length:  5
Type:  Case Study