Managing the stage of provider it supplies and the subsequent pride of its outsourced and on-site purchasers is now a very good deal greater helpful for CS Holdings (Getronics) following its installation of HP's lastest service utility providing, HP OpenView carrier Desk 4.0.
CS Holdings (Getronics) is believed to be the first enterprise on the planet to boast a reside installing of provider Desk given that the launch of the answer just just a few weeks ago. and it will quickly combine into the business's broader HP infrastructure, which comprises software for managing system, networks and operations.
greater than with ease a case of a accomplice implementing one of its simple dealer's applied sciences, the provider Desk project offers CS Holdings (Getronics) two primary merits: it creates an answer for collating counsel on the entire IT functions the company operates or manages remotely for its shoppers; and it gives the enterprise the potential to scope, mannequin, enforce and guide an identical solutions at customer sites.
"This dovetails with our NetWorkPlace go-to-market mannequin - a collection of greater than 20 company capabilities that are provided to purchasers through a managed provider company (MSP) or 'outsourced' ambiance, or by way of an on-site setting up," explains Andrew Brummer from CS Holdings (Getronics).
"If we seem on the MSP side of the enterprise, lots of our time is spent remotely managing our consumers' servers, storage, desktops or community infrastructure. while these regularly span the complete country, all management is carried out from our principal facilities here in Johannesburg."monitoring the provider usage, uptime or indicators that come from these contraptions is a challenge. making certain that we create a good workflow manner to control this atmosphere [and react quickly to the alerts] is an excellent better problem. HP OpenView provider Desk makes it feasible - and that brings direct service advantages to our customers."
searching on the different facet of CS Holdings' (Getronics) company, the successful installation of provider Desk - put in in record time - skill the business now has the skills and the journey to design, implement and aid a customized solution for its customers.
"The solution become carried out in keeping with the optimal apply necessities defined by the ITIL methodology - and we would take that approach when implementing solutions for valued clientele," explains Brummer.
while there aren't any specific horizontal or vertical markets being targeted, it would seem that the native market for help and repair desk solutions is, in typical, hotting up. Hannes Lategan, the application company supervisor at HP South Africa, says groups of all sizes are realising the advantages of permitting businesses like CS Holdings (Getronics) to remotely control the assist desk.
"options exist for every day techniques to be automatic and managed, and for operational accountability to be assumed by means of a company like CS Holdings (Getronics). When billed on a pay-per-use or outsource contract basis, this drives charges down and efficiencies up. a corporation's IT skills may also be redeployed where they are obligatory the most. This makes the whole system more productive."
searching further down the line Brummer says that other key HP software technologies used with the aid of CS Holdings (Getronics) - including VantagePoint Operations and network Node manager - will be built-in into the carrier Desk hub.
"during this approach, any obstacle tickets generated from the operations or community aspect of our valued clientele' business can be raised directly [into Service Desk]. This extra raises our capability to tune, deal and solve problems."
For greater suggestions on HP OpenView provider Desk four.0 and the advantages it will probably convey, surf to www.openview.HP.com. CS Holdings (Getronics) will also be discovered on the web at www.csholdings.co.za
New points included in provider Desk 4.0 consist of:
* service stage administration: provider modelling capabilities, the skill to easily manage consumer service stage agreements (SLAs) and outsourced services.
* stronger exchange management: outage planning, window of opportunity, approval.
* Reporting: statistical views, database views for less difficult integration with exterior reporting tools.
* Integrations: LDAP interface, facts exchange export wizard, delta processing for inventory reconciliation.
* service Pages: specialist functionality over the internet.
* Authorisation: statistics separation, status-based mostly entitlement.Editorial contacts
Our comments coverage does not allow anonymous postings. study the coverage here
The product integration comes three months after HP completed its US$425 million acquisition of Peregrine remaining December."tell me we might not be round in three to 4 years? I consider the reverse could be proper." -- David GeeHP utility Asia-Pacific/Japan
Peregrine's AssetCenter, combined with HP's OpenView carrier Desk, will supply organizations with enhanced insight and manage over their IT belongings including software, workstations and servers, referred to Todd DeLaughter, vp and prevalent manager of HP's OpenView enterprise unit. He became speakme on the HP application forum in Sydney, the primary such experience held in the Asia-Pacific region.
DeLaughter spoke of the combination underpins HP's energetic Configuration management Database (CMDB) approach. CMDB is used to save statistics concerning the state of a company's IT property, including those generated by competing enterprise administration software, reminiscent of gadget error and application changes as well as company statistics on employees and enterprise gadgets. It additionally suggests the connection among enterprise belongings.
Todd defined that intelligence elements developed into HP's energetic CMDB permit groups to consolidate disparate gadget administration statistics from assorted sources. CMDB will then synchronize such statistics and provide companies with an outline of their IT operations, he delivered.
In its annual tech developments document remaining December, besides the fact that children, Gartner had anticipated that through 2008, handiest IBM and CA would stay on the checklist of suitable 4 administration application carriers, which nowadays comprises HP and BMC utility.
The analyst enterprise did not identify the companies that could fill the void, nor did it say if its forecast had considered HP's Peregrine acquisition.
Gartner did say that HP may additionally lose its seat, no longer from having a weaker product, however as a result of capabilities market challengers with equally deep pockets reminiscent of EMC, Symantec and Microsoft.
David Gee, vice chairman and time-honored supervisor of HP application Asia-Pacific and Japan, rebuffed the analyst's prediction, noting that the enterprise's OpenView international application income had expanded 34 percent year-on-12 months all through the first quarter this 12 months.
"Our boom in the disbursed administration software house in mature markets relatively an awful lot outstripped every person," Gee told ZDNet Asia.
"there is easily no valid empirical information that backs up Gartner's assertions," he spoke of. "With Peregrine, the OpenView business is near US$1 billion. inform me we may not be around in three to 4 years? I believe the reverse should be authentic."
He noted that HP's software licensing revenues had been growing one to three times more than competitors BMC, CA and IBM. "The data speak for themselves."
Gee is additionally unfazed about upcoming competitors, although he is keeping tune of their plans.
"Microsoft has positioned itself as a competitor in the administration software area," he said. "in the small workgroup environment, they're going to have market presence. but the moment you swap to a heterogeneous environment, their footprint is relatively minimal."
Symantec also has its hands full with its Veritas merger, so Gee doesn't see the security company as a competitor within the short to medium term.
"EMC has got SMARTS (an adventure automation and community systems administration application dealer), however we don't see them as a competitor…even though it is likely one of the groups we watch very closely in terms of what their long-term ambitions can be," he noted.
in accordance with a separate document released by means of Gartner in December last 12 months, HP's Peregrine acquisition will add IT asset management capabilities that have been "sorely lacking" in HP's OpenView portfolio. The research company observed that AssetCenter has one of the largest asset administration put in bases amongst businesses international, with over 800 valued clientele on lively protection contracts.
Gartner mentioned that the acquisition could be HP's try to fill its product gaps, principally in provider desk utility that provides helpdesk and repair-level administration capabilities.
HP already has its own carrier Desk 5.0 which turned into launched late ultimate 12 months, practically 4 years after the remaining most important release carrier Desk four.5.
Georg Bock, HP's director for product management of OpenView solutions, instructed ZDNet Asia that the company took longer to improve provider Desk 5.0 because the product comprises a brand new structure that underpins future OpenView items.
"It become a instruction now not for the service Desk product itself, but for the whole OpenView portfolio," he said.
but Gartner mentioned that the Peregrine acquisition has really, allowed HP to purchase market share within the IT provider desk market--which the IT seller become having problem constructing with its personal items after a long time of making an attempt.
With the buyout, HP has taken a leading place in the carrier desk market, second handiest to rival BMC, Gartner stated.
Matt Schvimmer, manager for programs and application engineer at HP's OpenView company Unit, stated the company is committed to its plan to unveil within the subsequent two years, a hybrid provider desk product with the intention to incorporate features from both Peregrine ServiceCenter and HP OpenView provider Desk.
Gee noted the acquisition has without difficulty doubled HP's analysis and construction efforts in its service desk product. He told ZDNet: "With the talent and expertise that we picked up from Peregrine, we are assured of providing on schedule."
Aaron Tan of ZDNet Asia said from Sydney, Australia.
Abu Dhabi Islamic bank (ADIB) has outsourced its IT helpdesk operations to Seven Seas in an try and in the reduction of fees and increase end user guide. the two 12 months, US$100,000 plus deal will additionally permit the finance house to focal point the efforts of its technology crew on initiatives that add cost to the financial institution.
The onsite outsourced IT helpdesk is manned through one Seven Seas helpdesk agent and two technical assist team of workers. It replaces ADIB’s current set up, which consisted of non-technical workforce who logged calls and handed them onto the financial institution’s technology crew. This changed into no longer handiest an inefficient use of components, nevertheless it also delivered low conclusion user satisfaction.“We had none technical team of workers manning the helpdesk and that they passed the calls onto the technical team of workers,” confirms MSMK Rahman, supervisor of best assurance & control in ADIB’s IT branch.
“besides the fact that children, this was now not especially beneficial as a result of when a consumer requires assist, they perpetually desire support and don’t are looking to communicate to a non-technical user and wait. The turn around time of this set up turned into longer and this is why we wanted technical body of workers on the desk,” he explains.
in preference to create a extra IT literate helpdesk from its personal components, ADIB opted to outsource the job so its technology crew could perform their administrative services without being interrupted, or spend time including price to the financial institution’s IT infrastructure.
“we've simplest just a few technical workforce who have every day jobs managing the financial institution’s IT infrastructure. We did not want them to ought to cater to the activities helpdesk jobs, which is why we outsourced the characteristic,” says Rahman.
As outsourcing in the banking sector remains rare, ADIB’s technology team concentrated on two key areas when pitching the answer to the financial institution’s choice makers — the nature of the project it changed into trying to hand to a 3rd birthday celebration and the company benefits it will deliver.
“Two leading issues persuaded the senior management, initially, that we were only looking to outsource events jobs so there became no need to utilise our professional americans and secondly that it gave us a chance to improve our personal americans,” says Rahman.
“The financial institution is looking to advance people, so relocating the current workforce off the helpdesk and changing them with others from Seven Seas gave us the opportunity to boost these personnel. these people have now been used within the IT department and a further has long past into monetary services,” he continues.
The Seven Seas team arrived at ADIB on October 18 and had replaced the bank’s inhouse crew by using November 15. The outsourced helpdesk is being run in line with guidance know-how Infrastructure Library (ITIL) most appropriate practices to make certain the financial institution’s business clients get the pleasant of service they require.
“as it moves into carrier birth rather than the normal know-how infrastructure, users want the better of everything, even if it's their cables, hardware and software,” says Rahman. “help is a component of that, so [adherence to] ITIL requirements ensures our clients have the most suitable aid viable,” he explains.
The helpdesk uses HP’s OpenViewService Desk application to facilitate end consumer guide. It enables the group to drill down into the financial institution’s counsel methods and determine where a person’s difficulty stems from. moreover, the solution logs calls, tracks the motion taken and monitors how right away the aid staff flip issues around, which in flip allows ADIB to hold tabs on the outsourced crew’s performance.
“HP OpenView is awfully bendy and this skill we will work how we want. It additionally allows us to music the requests, if you want to permit us to peer the issues and the utilisation at the conclusion of the month,” Rahman confirms.
although the stories generated by way of OpenView had been still being analysed at the time of going to press, it appears as if the outsourced helpdesk is already providing a number of benefits to the financial institution. for instance, it has removed the costs associated with ADIB employees on the helpdesk and already given the inhouse know-how team extra time to center of attention on cost add initiatives.
“however we are nevertheless analysing the brand new helpdesk’s performance when it comes to the variety of name outs dealt with and the flip around time, we now have discovered it advantageous to date and the users have expressed their pride,” says Rahman.
To make sure that ADIB continues to reap the benefits of its outsourcing deal, the bank has hammered out a complete service stage contract with Seven Seas that covers every thing from team of workers location to finance and the aid desk’s efficiency.
moving forward, ADIB is analyzing its know-how processes and practices to see if there are other movements projects it may surrender to a third birthday party and reduce its operating expenditure extra. As Rahman says, “the bank is transforming into so we need further and further people. but, as outsourcing is a transforming into vogue out there, we've alternate options.”
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ISEB [24 Certification Exam(s) ]
Isilon [4 Certification Exam(s) ]
ISM [6 Certification Exam(s) ]
iSQI [7 Certification Exam(s) ]
Juniper [54 Certification Exam(s) ]
Legato [5 Certification Exam(s) ]
Liferay [1 Certification Exam(s) ]
Lotus [66 Certification Exam(s) ]
LPI [21 Certification Exam(s) ]
LSI [3 Certification Exam(s) ]
Magento [3 Certification Exam(s) ]
Maintenance [2 Certification Exam(s) ]
McAfee [8 Certification Exam(s) ]
McData [3 Certification Exam(s) ]
Medical [25 Certification Exam(s) ]
Microsoft [228 Certification Exam(s) ]
Mile2 [2 Certification Exam(s) ]
Military [1 Certification Exam(s) ]
Motorola [7 Certification Exam(s) ]
mySQL [4 Certification Exam(s) ]
Network-General [12 Certification Exam(s) ]
NetworkAppliance [35 Certification Exam(s) ]
NI [1 Certification Exam(s) ]
Nokia [2 Certification Exam(s) ]
Nortel [130 Certification Exam(s) ]
Novell [37 Certification Exam(s) ]
OMG [9 Certification Exam(s) ]
Oracle [232 Certification Exam(s) ]
P&C [1 Certification Exam(s) ]
Palo-Alto [3 Certification Exam(s) ]
PARCC [1 Certification Exam(s) ]
PayPal [1 Certification Exam(s) ]
Pegasystems [10 Certification Exam(s) ]
PEOPLECERT [4 Certification Exam(s) ]
PMI [15 Certification Exam(s) ]
Polycom [2 Certification Exam(s) ]
PostgreSQL-CE [1 Certification Exam(s) ]
Prince2 [6 Certification Exam(s) ]
PRMIA [1 Certification Exam(s) ]
PTCB [2 Certification Exam(s) ]
QAI [1 Certification Exam(s) ]
QlikView [1 Certification Exam(s) ]
Quality-Assurance [7 Certification Exam(s) ]
RACC [1 Certification Exam(s) ]
Real-Estate [1 Certification Exam(s) ]
RedHat [8 Certification Exam(s) ]
RES [5 Certification Exam(s) ]
Riverbed [8 Certification Exam(s) ]
RSA [13 Certification Exam(s) ]
Sair [8 Certification Exam(s) ]
Salesforce [3 Certification Exam(s) ]
SANS [1 Certification Exam(s) ]
SAP [78 Certification Exam(s) ]
SASInstitute [15 Certification Exam(s) ]
SAT [1 Certification Exam(s) ]
SCO [9 Certification Exam(s) ]
SCP [6 Certification Exam(s) ]
SDI [3 Certification Exam(s) ]
See-Beyond [1 Certification Exam(s) ]
Siemens [1 Certification Exam(s) ]
Snia [6 Certification Exam(s) ]
SOA [15 Certification Exam(s) ]
Social-Work-Board [1 Certification Exam(s) ]
SUN [63 Certification Exam(s) ]
SUSE [1 Certification Exam(s) ]
Sybase [17 Certification Exam(s) ]
Symantec [132 Certification Exam(s) ]
Teacher-Certification [3 Certification Exam(s) ]
The-Open-Group [8 Certification Exam(s) ]
TIA [3 Certification Exam(s) ]
Tibco [18 Certification Exam(s) ]
Trend [1 Certification Exam(s) ]
TruSecure [1 Certification Exam(s) ]
USMLE [1 Certification Exam(s) ]
VCE [5 Certification Exam(s) ]
Veeam [2 Certification Exam(s) ]
Veritas [25 Certification Exam(s) ]
Vmware [51 Certification Exam(s) ]
Wonderlic [1 Certification Exam(s) ]
XML-Master [3 Certification Exam(s) ]
Zend [5 Certification Exam(s) ]