(Hong Kong, March 2, 2006)
ITApps has been awarded two contracts to introduce IT Services Management Solutions that are compliable to IT Infrastructure Library (ITIL) to a statutory corporation wholly owned by the Government of the HKSAR and a leading IT and pan Asian e-Business Enabling Solutions and Services Provider.
To achieve customers' goal to quickly resolve incidents and problems, control change, manage IT assets and monitor service levels, ITApps introduced Remedy's ITIL-compliant IT Services Management Solutions with adaptation to customers' unique business flows and requirements. ITApps has leveraged on best practices to maximize customer benefit from efficient and cost-effective solution, in addition to providing customization to align customers' operational environment and business strategies with IT capabilities.
A series of comprehensive system assessment exercises which include ITIL introduction session, walk-through existing workflow and operational staff interviews was done to identify customer's internal and external service management needs. ITApps and then match customer's needs to ITIL to create a best fit solution to the customer. The ITApps solutions, as a result, enable customers to resolve incidents within short response time. Support staff and supervisors can generate the required reports effortlessly from a common, consolidated report system. By treating groups of incidents as problems, IT Help Desk can proactively address root causes and prevent serious business services outage.
As a service provider with proven track record in IT Services Management solution and long term partnership with BMC (Remedy), ITApps is committed to deliver IT Infrastructure best-practice framework that facilitates adaptation to unique business challenges. This commitment is the key to the success of ITIL implementation, and is also the contributing factor of ITApps' own successes
About ITIL
In order to help companies manage the growing dependence on IT, a framework called the IT Infrastructure (ITIL) was developed in the UK in the late 1980s. Since that time, ITIL has become the de facto standard framework for IT Service Management best practices. ITIL is extensively referenced and publicly available through hundreds of websites and advisory organizations in Europe and North America . IT defines overall IT Service Management as ten “core” processes that separate into two major functional groups – one for IT Service Delivery, and one for IT Service Support.
