Carefully monitoring processes at Infonet  

Infonet is a worldwide and independent single-source supplier of global network products and solutions, with products such as Managed Access, Intranet, Broadband, Internet and Applications. Solutions are Service solutions for e-business, Enterprise Resource Planning, Applications collaboration, Web hosting and security.

Objective

Infonet already had a BMC solution (BMC Performance Manager) in place to monitor its ICT environment and that of various clients for whom Infonet acts as the central point. However, this solution consisted of several versions which were used at the same time, which led to an unmanageable situation. In addition, simply monitoring the ICT environment was insufficient for Infonet. To meet its clients' reporting needs, it is essential for Infonet to carefully record incidents reported by these clients to Infonet in a supporting system.

Inter Access has offered a solution for this, via BMC Service Desk Express. BMC Service Desk Express is a service management application which is able to support Infonet's other service management processes in the future as well. By implementing BMC Service Desk Express, not only incident management, but also the service level management process is supported to enable reporting on the service levels agreed upon with the client with regards to solving times.

Solution

After presentation and demonstration, the analysis and the functional and technical design, BMC Service Desk Express was implemented and the BMC Performance Manager was updated. The implementation consisted of installing and configuring the solutions, on-the-job training for the users and delivering user documentation.

BMC Service Desk Express is a service management application which supports, among other things, the following processes:

• Configuration management;
• Incident management;
• Problem management;
• Change management;
• Asset management;
• Service level management;
• Purchasing.

Mr. J.R. Meezen (IM manager) of Infonet Nederland B.V. states that the upgrade of BMC Performance Manager and the implementation and configuration of Service Desk Express has been executed correctly and to satisfaction.

Advantages

Thanks to the implementation of BMC Service Desk Express, Infonet is now able to carefully record incidents and to provide clients with incident and service level management reports.
BMC Service Desk Express also offers the option to support the other service management processes in the future. The BMC Performance Manager environment is now up-to-date and manageable. Inter Access was recommended as a partner to Infonet by BMC Software because of the in-depth knowledge of the Inter Access consultants.

Contact

Inter Access B.V.
Colosseum 9, 1213 NN Hilversum
P.O. Box 840, 1200 AV Hilversum
Chamber of Commerce Hilversum 32032877
T +31 35 6888 400
F +31 35 6888 444
I www.interaccess.nl
E info@interaccess.nl