Help Desk Software

Wakefield, MA — November 18, 2005

The Mobile Enterprise Alliance (MEA), a global advocacy group promoting the business benefits of workforce mobility to enterprise end users and decision makers, today announced the winners of its Mobile Impact™ Awards program. The prestigious Mobile Impact Awards honor leading enterprises for successful and innovative deployments of mobile enterprise solutions that successfully balance technology investments with business objectives. The winners were announced via a podcast today in conjunction with TechTarget’s SearchMobileComputing.com. The podcast is available at http://searchmobilecomputing.techtarget.com/ and www.mobileenterprise.org/awards.

Nominations were submitted from around the world as case studies in seven categories. The entries were evaluated by an independent group of judges including leading editors and analysts Kara Gattine, associate editor of TechTarget’s SearchNetworking and SearchMobileComputing, Eugene Signorini of Yankee Group, John Stehman of Robert Frances Group, and Robert Alcock of InterComms magazine.

The 2005 Mobile Impact Award winners are:

    Mobile e-mail: Peterson Air Force Base

    Field Service & Support: Fornetti Bakeries Kft.

    Sales Force Enablement: A. van Delft International B.V.

    Mobile Office Solution: San Diego Medical Services Enterprise

    Extended Enterprise Computing And Connectivity: Zipcar, Inc.

    Mobile Security: Continental Airlines, Inc.

    Mobile Management: Regie Autonomie des Transports Parisiens (RATP)

“These organizations exemplify the mission of this awards program: successful and innovative deployment of a mobile solution that balances technology investments with business objectives,” stated Daniel Taylor, managing director, MEA.

Mobile Email

Peterson Air Force Base

Colorado Springs, Colorado, United States

www.peterson.af.mil


Summary: The IT support team at Peterson Air Force Base is tasked with providing help desk services to approximately 6,000 workers. The geographically distributed nature of the base and the prior help desk infrastructure required IT staff to return to a central office to mark trouble tickets as closed before moving on to the next ticket. The strict service metrics for this environment meant that problems appeared to take longer to resolve, poorly reflecting the level of service that IT staff provided. By deploying Aeroprise’s mobile help desk application, IT staff at Peterson Air Force Base was able to run existing BMC Remedy help desk applications on mobile handheld devices. The combination of mobile e-mail and help desk was a winning combination that significantly improved trouble ticket resolution and is expected to form the basis for of other mobile IT support applications as well as for other groups of mobile workers on the base.

Vendors: Aeroprise, Cingular Wireless, Research In Motion

Field Service & Support

Fornetti Bakeries Kft.

Kecskemet, Hungary

www.fornetti.com


Summary: Fornetti, a large international frozen baked products company, manages franchise operations across 8 countries within Europe. In these areas, Fornetti maintains a fleet of 90 representatives who provide field service, on-site CRM and special marketing/sales activities. During a business process re-engineering project, senior management realized that they needed to improve management controls of the field force workers in the various countries in which the company operates. Fornetti management focused on the high cost of field force activities as well as consistent and unexplained loss of spare parts and equipment.

Together with Fornetti’s management and IT division, Mobile & RFID Data Systems re-engineered the business processes of the company and transformed them into a `best business practices’ wireless field force operation, using Radio Frequency Identification (RFID) tags and the Aware/Mobile platform. The RFID tags were embedded into equipment, vehicles and customer sites, and these tags are linked to a set of processes in the Aware/Mobile platform to allow management to track inventory, assets and workers, ensuring timely and accurate service delivery to customers and franchisees. The resulting operations were more efficient and customer satisfaction was increased, leading to greater revenues and lower costs to Fornetti. The project ROI was delivered within 8 months.

Vendors: Mobile and RFID Data Systems, Inside Technologies, palmOne (Handspring), Hewlett-Packard iPAQ

Honorable Mention: Cox Communications – Atlanta, Georgia, United States

Sales Force Enablement

A. van Delft International B.V.

Rijnsburg, Netherlands

www.avdint.com


Summary: At the beginning of each workday, drivers synchronize their devices and receive the data for their route. With the handheld they can immediately print an invoice for the customer at the time of delivery, and can digitally accept new orders on site. When they commence data synchronization, the new information is transmitted to the back-office server, and is immediately available to buyers at the auction, who can now react to the new orders. Based on the purchase prices and a number of other factors, at the end of the day the system calculates the current price of each flower for the next day. This system greatly improved customer service for small flower shops that were ordering from the drivers. It also decreased costs by eliminating errors associated with transferring orders from paper. The system has given A. van Delft a competitive edge because the company is able to price their flowers more accurately based on the auctions’ daily flower cost, and they can provide customers with instant access to order information.

Vendors: iAnywhere Solutions, Omnimove, Symbol Technologies

Honorable Mention: SBB AG – Bern, Switzerland

Mobile Office Solution

San Diego Medical Services Enterprise

San Diego, California, United States

www.sandiego.gov/fireandems/911/emergmed.shtml


Summary: San Diego Medical Services Enterprise (SDMSE) used to lose .5 million in patient bills every year with its antiquated, paper-based system. San Diego Fire Captan Greg George implemented Palm® TungstenT handhelds to capture that data at the scene of every 911 call. Now records are never lost and paramedics and firefighters can work more efficiently.

Vendors: Intellisync Corporation, Satellite Forms, LexSpell

Honorable Mention: McKee Foods – Collegedale, Tennessee, United States

Extended Enterprise Computing & Connectivity

Zipcar, Inc.

Cambridge, Massachusetts, United States

www.zipcar.com


Summary: Zipcar is a “car sharing service” based in Cambridge, Massachusetts that offers car sharing services in 21 North American cities. The way the service works, members reserve a specific vehicle in their neighborhood either online or by telephone. The reservation information is shared with a specialty “black box” devices installed in all Zipcar vehicles. Members go to the location of the car they’ve reserved and hold their “Zipcard” RFID tag in front of a special window decal. Their membership and reservation time is read and validated, and only then does the system unlock the car door and enable the ignition. Members use the car, returning it to the same location, ready for the next reservation. Usage information is sent to Zipcar’s servers and the member’s account is automatically charged.

Vendors: Cingular Wireless

Honorable Mention: Best Buy Canada

Mobile Security

Continental Airlines, Inc.

Houston, Texas, United States

www.continental.com


Summary: As Continental’s needs proliferated from dial to broadband to wireless and security risks continued to grow, so did the complexities of managing its mobile workforce. Many mobile workers had multiple icons on their notebook computers – as many as three or four – designed to handle different remote access and security scenarios. Continental wanted a “one-click” solution that could combine comprehensive access with end-to-end security into a single, unified package.

Vendors: Fiberlink Communications

Mobile Management

Regie Autonomie des Transports Parisiens (RATP)

Paris, France

www.ratp.fr


Summary: La Defense is the second largest transportation hub in France and among the ten largest in Europe. More than 480,000 passengers travel daily through the La Defense hub, the connection point for six types of transportation systems: RER, subway, bus, tram, taxi and the SNCF suburban train. For the RATP employees, “carrying around kilos of paper-based timetables and information” is no longer an option. Instead, they need to instantly access up-to date information in order to accurately answer questions from time-constrained passengers such as: “When the next bus is leaving?” or “Where is the nearest exit to the Les Miroirs tower?”. Since 2004, over two hundred RATP employees have been equipped with Wi-Fi-enabled PDAs. Using the Cisco-based Wi-Fi network and the Appear IQ wireless communication platform, the employee is automatically recognized upon entering a hotspot and receives direct access to personalized information related to his job function, location and time of the day: context-aware services.

Vendors: Appear Networks, Cisco Systems, Fujitsu Siemens

Honorable Mention: Procter & Gamble

The winning case studies are posted on the MEA website at www.mobileenterprise.org/awards.

About the Mobile Enterprise Alliance (MEA)

The Mobile Enterprise Alliance (MEA) is a global advocacy group promoting the business benefits of workforce mobility to enterprise IT managers and decision makers. The MEA provides a vendor-neutral and technology-independent clearinghouse for information about the mobile enterprise including news, case studies, research, business analysis tools, and more. This information is available – free of charge – to enterprise managers, solutions providers and industry professionals. This helps enterprise decision makers to make informed decisions about the technical architectures within the context of enterprise business objectives. As a not-for-profit organization, the MEA is funded through dues from participating vendors, service providers and systems integrators. The MEA currently represents more than 1,200 IT members in 32 countries worldwide. More information can be obtained at www.mobileenterprise.org.

# # #

Find More Remedy Help Desk Press Releases

Bedford, MA — April 21, 2009

Timberland, a leading retailer in outdoors wear, has chosen InfraDesk as their enterprise service desk application. The ITIL-based, robust on-demand solution from InteQ offered the most comprehensive service desk application for their needs at a fraction of the overall costs previously devoted to their former BMC Remedy based help desk solution.

As stated by Terry Zych, Director of Information Technology at Timberland, “Cost is commonly associated with features and functions provided within any application; ‘You get what you paid for’ mentality. Because InfraDesk is delivered as a Software-as-a-Service, InteQ has provided the opportunity for organizations of all sizes to implement and fully exercise a comprehensive service desk solution at a fraction of the cost. We have saved a significant percentage of our IT budget that was previously reserved for mandatory upgrades, system service support and training. With InfraDesk, we are able to provide a high level of global customer support with the certainty that our fixed monthly price will not fluctuate allowing us to provide accurate budgeting to the organization and continue to contribute to corporate financial goals.”

InfraDesk offers a unique opportunity for companies of all sizes that are presently struggling through costly upgrades and lengthy implementations to adopt a full-featured, on demand solution that satisfies their service desk application needs at a fraction of the cost.

“In the case of Timberland, they were concerned with the high costs associated with upgrading and maintaining their BMC Remedy help desk application and needed a cost-effective, yet comparative solution. Not an uncommon grievance we are hearing from our audience,” Yash Shah, President and CTO, InteQ. “Delivered as a software-as-a-service delivery model, InfraDesk enables them to eliminate previously devoted budgets and resources without sacrificing the functionality they require.”

“There has been a dramatic increase in IT organizations evaluating SaaS IT service desk solutions driven by concerns of long implementation time and costly upgrades and maintenance associated with the traditional on-premise licensing model,” said David Coyle , Vice President of Research, Gartner Inc. “SaaS IT service desk solutions have the potential to accelerate the overall return on investment through their ease of deployment, simple pricing model and lower dependence on IT Operations staff.”

The most recent version of InfraDesk was released in November of 2008 and since its introduction, over half of total implementations have replaced an in-house BMC Remedy or comparable traditional enterprise help desk or service desk application.

InfraDesk – an On Demand Service Desk Solution

InfraDesk is an On Demand Service Desk application delivered as a service over the web based on InteQ’s unique ITIL process automation approach. The simple and robust enterprise service desk solution provides the foundation for IT organizations Service Delivery and Operations to ultimately support overall Service Strategy. Through its Software as a Service (SaaS) delivery model, InfraDesk enables large organizations to eliminate costly maintenance upgrades and lengthy implementation cycles commonly associated with traditional software models while providing the affordability to small and medium-sized organizations without sacrificing functionality or flexibility.

About InteQ:

Founded in 1995, InteQ is a leader in on demand IT Service Management (ITSM), providing a comprehensive suite of managed services, an on-demand service desk solution, and award-winning training and consulting in ITIL – the IT Infrastructure Library. InteQ’s on demand solutions have been successfully implemented in over 90 countries through its global service delivery model with operations in the United States and India. For more information, visit www.inteqnet.com or contact 888.4IT.MGMT.

About Timberland:

Timberland (NYSE: TBL) is a global leader in the design, engineering and marketing of premium-quality footwear, apparel and accessories for consumers who value the outdoors and their time in it. Timberland markets products under the Timberland®, Timberland PRO®, SmartWool®, Timberland Boot Company™, Howies® and IPATH® brands, all of which offer quality workmanship and detailing and are built to withstand the elements of nature. The company’s products can be found in leading department and specialty stores as well as Timberland® retail stores throughout North America, Europe, Asia, Latin America, South Africa and the Middle East. Timberland’s dedication to making quality products is matched by the company’s commitment to “doing well and doing good” — forging powerful partnerships among employees, consumers and service partners to transform the communities in which they live and work. To learn more about Timberland, please visit www.timberland.com. To learn more about earthkeeping, visit www.earthkeeper.com.

InteQ Corporation, InteQ and the InteQ logo are registered trademarks of InteQ Corporation. All other product and company names mentioned are used for identification purposes only and may be property of their respective owners.

###

Find More Remedy Help Desk Press Releases

Demostración de un circuito de resolución de un incidente y de la investigación de la causa raíz de un probema, utilizando BMC Service Request Management, BMC Remedy Service Desk, Incident Management y Problem Management

Offshore Asset Protection Related Article

If your major interest is information related to offshore asset protection or any other such as sustainable, invoicing software, remedy help desk or irrevocable trusts asset protection, this article can prove useful.

With electronic enterprise-wide IT asset management, improvements are inevitable in the areas of: forecasting, budgeting and procurement; software license compliance; maintenance planning; and overall PC life-cycle planning. Improving an asset utilization is a key component to sustain corporate growth.

Varying with the kind of an asset management strategy a firm or an individual can add value to his business, improve investment performance, manage financial risk exposure and reduce costs to business.

With global asset management all the necessary information is now in one easy to access place, and with technology you can handle. There are experts around that are available to help you to create the best strategies with your funds. Global asset management teams are available to bring the success to you.

Don’t forget to realize that this article can cover information related to offshore asset protection but can still leave some stones unturned. Head on over to the search engines for more specific Offshore Asset Protection information.

Online digital asset management applications help information technology departments monitor all the hardware and software installed on the enterprise network. The advanced versions of these applications also help managers remotely control the hardware and software applications installed on the servers.

Asset management is often used in the financial service’s industry and is made possible through professional investors who manage an individual’s or company’s assets based on pre-determined objectives and investment styles.

Aside from managing a company’s assets, asset management advisors also provide feedback to their clients, making them aware of their assets. Such reporting is deemed useful for clients to see how much they have so far, and what they can do to manage their assets. Knowing how to manage assets also enables companies to invest wisely; think of ways to cut-down operational expenses; and increase their productivity.

It might interest you to know that lots of folks searching for offshore asset protection also got information related to other peregrine remedy, credit suisse asset, and even incorporate offshore company here with ease.

Related Remedy Help Desk Articles