Case Study about Military-Standard Data Center Management
Challenge: Secure collaboration and information exchange are crucial for any organization. In the case of the North Atlantic Treaty Organization (NATO) lives depend on it. In the 21st century, the prime focus of this 28-country alliance is to safeguard the freedom and security of its members.That role involves a delicate combination of crisis management and peacekeeping, supported by fail-safe communications and secure data management, of which the NATO Communications and Information Agency (NCIA) is a key enabler. Present in 30 locations worldwide, NCIA connects NATO forces and nations, providing IT services and state-of-the-art capabilities including cyber and missile defense.
Solution: Several vendors were invited to provide a high-level design and, after careful consideration, NCIA decided to partner with Cisco. “What impressed us most about the Cisco proposal was its integrated data processing, storage, and networking management,” says Raffaele de Luca, head of operations, plans, and service management at NCNP. “Once we had awarded the contract Cisco contributed to the low-level design, helping us move forward safely and quickly.” Keep reading…
Case Study about Focusing on Critical Success Factors
Abstract: Queensland Health, a large Australian government agency, implemented a centralised IT service management model based on the ITIL framework. This paper presents an in-depth case study of the implementation. It sheds light on the challenges and breakthroughs, confirms a set of factors that contributed to the project’s success and offers a learning opportunity for other organisations.
Introduction: In past years a confluence of circumstances has driven IT functions to become more service-oriented so that they can be better aligned with the business objectives of their organisations. These trends include the growing pressure for organisations in the public as well as private sector to operate on a more costeffective basis, the increasing dependence on IT for near realtime information to support mission-critical activities, the need for enhanced reporting integrity so as to meet stricter regulatory requirements.
Background: Paddy Power is Ireland’s biggest and most successful bookmaker, operating both a retail and an online/telephone division. Formed back in 1988, Paddy Power rapidly became a shining light in the Irish and UK betting industry. Innovation has been the key to the success for the company, who from day one sought to be different from the chasing pack. The vision was simple: position betting as entertainment; make betting with Paddy Power a fun experience that meant a lot more than simply winning or losing money.
Challenges: The prevention of underage betting and identity fraud is a significant concern in the online gaming sector, and businesses are increasingly seeking ways to reduce this risk. Paddy Power required a company that could offer a bespoke international identification and verification product, backed by an excellent support service, including portfolio management. Paddy Power needed an intelligent system that could take the information received from players and process it, using Callcredit’s data, to give a confident verification decision on new player applications.
Case Study about Managing successful change: IT service transformation at HMRC
Introduction: HM Revenue & Customs (HMRC) is at the heart of UK government, with 38 million individual customers and 4.5 million business customers. Critical to the successful provision of public services, the department ensures the safe movement of goods into and out of the UK, collects around £469 billion in tax and pays out about £40 billion. The department delivers 640 different IT services, ranging from small-business development applications to the extensive systems needed to support a range of specific tax-assessment processes.
Background: The 2010 spending review signalled one of the most demanding and ambitious periods of change faced by HMRC in recent history. A 25% reduction in IT spend was expected by 2014-15, in parallel with increasing demands on quality and performance and wide-ranging legislative changes. Also, a new platform was needed to process 800,000 payments per day, to be set up without disrupting HMRC’s business, or its customers.The project would be undertaken within the Aspire contract with the IT services supplier Capgemini. ITIL® best practices for IT service management were already embedded within HMRC, and robust change and release processes would underpin every aspect of the implementation.
The development of its employees and better respond to the changing business environment, one department of a large financial-services company decided to revamp its existing performance management system through a Six Sigma project. A pre-project analysis revealed that a complete redesign of the system was required.
As incremental improvement in the existing system was not possible, the project team followed the Design for Six Sigma (DFSS) DMADV (Define, Measure, Analyze, Design, Verify) roadmap, incorporating best practices from Six Sigma, project management and information technology (IT) service management. This case study covers a few major aspects of the project, which could readily be applied in similar situations across various industries and business environments…
Abstract: IT departments are adopting service orientation by implementing IT service management (ITSM) frameworks. Most organisations are hesitant to discuss their ITSM performance measurement practices, tending to focus more on challenges. However there are good practices that are found amidst the challenges.
We present a case study that provides an account of the performance measurement practices in the ICT Division of an Australian university. This case study was conducted with the aim of understanding the internal and external factors that influence the selection of ITSM performance metrics. It also explores how and why metrics and frameworks are used to measure the performance of ITSM in organisations. Click here to read more…
BPTP’s focus on increasing real estate industry has ensured that they are constantly in touch with the environment and environment friendly activities for themselves and for the industry as a whole. And it is this need of print service management that they intend to continue setting with Canon solutions in place.
BPTP Ltd. is the fastest growing real estate developer in the National Capital Region. In the 8 years since its inception they have grown steadily and have left a lasting imprint on the capital’s cityscape. The key customers of the organization are prospective home owners for residential projects and retailers, multi nationals for retail & commercial projects respectively.
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New Revenue Opportunities: Through OpenText Shared Service Center, Bytes established a progressive service management strategy. In addition, Bytes also initiated a technology strategy that has helped the company differentiate itself from competitors by creating new services for its product portfolio.
As a result, the solution has enabled Bytes to generate new revenue opportunities.Fraser, an experienced executive, is responsible for the financial direction of the business as well as the operational support systems. This ensures there is a continued focus on value, efficiency and vision, something which Fraser believes he has seen in this project. Keep reading
Challenge: Enhancing ‘Best Practices for Service Desk’ at HP and Retrofitting Change Management at Alcatel-Lucent While working with Alcatel-Lucent on an award-winning IT service management (ITSM) implementation involving 13 ITIL processes in parallel, the HP C&I team gained important knowledge that would serve as the inspiration for further initiatives. John Clark, solution architect for HP C&I’s Americas ITSM/HP Software Team, said that the intricate Alcatel-Lucent ITSM project had taught them the importance of being able to model multiple, integrated processes in parallel. Click here to read more…
Short Summary: Equifax uses information and enabling technologies to provide customers with a variety of data and analytic solutions. Storage, access, security and maintenance of this information are managed by a sophisticated technical infrastructure.
To provide performance levels that meet customer expectations as well as specific customer service agreements, Equifax leverages industry best practice frameworks to design, develop, deploy, monitor and measure IT Service Management processes. In order to assure this service delivery, Equifax embarked on an ITIL compliance initiative with the help of the EPC. Click here to read more…