ITIL-ITSM Tagteam Boosts Mexican ISP INFOTEC's Service Desk and Monitoring Operations Performance
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ITIL-ITSM Tagteam Boosts Mexican ISP INFOTEC's Service Desk and Monitoring Operations Performance

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Transcript of a BriefingsDirect podcast on how an IT provider in Mexico uses HP tools to improve service to customers.

Transcript of a BriefingsDirect podcast on how an IT provider in Mexico uses HP tools to improve service to customers.

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ITIL-ITSM Tagteam Boosts Mexican ISP INFOTEC's Service Desk and Monitoring Operations Performance Document Transcript

  • 1. ITIL-ITSM Tagteam Boosts Mexican ISP INFOTEC's Service Desk and Monitoring Operations Performance Transcript of a BriefingsDirect podcast on how an IT provider in Mexico uses HP tools to improve service to customers.   Listen to the podcast. Find it on iTunes. Sponsor: HP Dana Gardner: Hello, and welcome to the next edition of the HP Discover Podcast Series. I’m Dana Gardner, Principal Analyst at Interarbor Solutions, your host and moderator for this ongoing sponsored discussion on IT innovation and how it’s making an impact on people’s lives. Once again, we're focusing on how companies are adapting to the new style of IT to improve IT performance and deliver better user experiences, as well as better business results. This time, we're coming to you directly from the HP Discover 2014 Conference in Las Vegas. We're here the week of June 9 to learn directly from IT and business leaders alike how big data, cloud, and converged infrastructure implementations are supporting their goals. Our next innovation case study interview highlights how INFOTEC in Mexico City is improving its service desk and monitoring operations and enjoying some extremely impressive results from improvement on those efforts. In order to learn more, we're joined by Victor Hugo Piña García, the Service Desk and Monitoring Manager at INFOTEC. Welcome. Victor Hugo Piña García: Hello. Thank you. Gardner: Glad to have you with us. First, tell us about INFOTEC, what your organization is and does. Piña: INFOTEC is a Government Research Center. We have many activities. The principal ones are teaching, innovation technology, and IT consulting. The goal is to provide IT services. We have many IT services like data centers, telecommunications, service desk, monitoring, and manpower. Gardner: Very good, and this is for across Mexico, the entire country? Piña: Yes, yes it covers all the national territory. We have two. The principal is in Mexico City; San Fernando, and the Aguascalientes City is the other point we offer the services. Gardner:
  • 2. Gardner: Explain your role as the Service Desk and Monitoring Manager. What are you responsible for? Three areas Piña: My responsibility is in three areas. The first is the monitoring, to review all of the service, the IT components for the clients. The second is the service desk, management of incidents and problems. Third is the generation of the deliveries of all the services of INFOTEC. We make deliveries for the IT service managers and service delivery. Gardner: So it's important for organizations to know their internal operations, all the devices, and all the assets and resources in order to create these libraries. One of the great paybacks is that you can reduce time to resolution and you can monitor and have much greater support. Give us a sense of what was going on before you got involved with ITIL and IT service management (ITSM), so that we can then better understand what you got as a benefit from it. What was it like before you were able to improve on your systems and operations? Piña: We support the services with HP tools, HP products. We have many types of assets for adaptation and for solution. Then we create a better process. We align the process with the HP tools and products. Within two years we began to see benefits to service a customer. We attained a better service level in two ways. First is the technical report, the failures. And second, the moment the failure is reported, we send specialists to attend to the failure. That reduces considerably the time to repair. As a consequence, users have a better level of service. Our values changed in the delivery of the service. Gardner: Pretty good. I see that you have had cost reductions of up to one third in some areas, a 40 percent reduction in time to compliance, with service desk requests going from seven or eight minutes previously down to five minutes. It’s a big deal, an incident reduction of more than 20 percent. How is this possible? How were these benefits generated? Is it the technology, people, process, all the above? Piña: Yes, we consider four things. The people with their service is the first. The process with innovative mindset, the technology, is totally enabled to align with the previous two points, and the fourth, consistent and integral to the work in terms of the above three points. Gardner: It sounds to me as if together these can add up to quite a bit of cost savings, a significant reduction in the total cost of operations. Piña: Yes, that’s correct. Piña
  • 3. Gardner: Here at HP Discover, is there anything in particular that you're interested in and looking for next from HP? How could they help you do even more? New concept and model Piña: At this event I discovered many things. First, we need to know better and think about how we take these to generate a new concept, a new model, and a new process to operate and offer services. There have been so many ideas in two days. We need to process that and understand it, and we need to support HP Mexico to know how to deal with these new things. Gardner: Are there any particular products that you might be going to, now that you've been able to attain a level of success? What might come next, more ITIL, more configuration management, automation, business service management? Do you have any  thoughts about your next steps? Piña: Yes. We use ITIL methodology to make changes. When we present a new idea, we're looking for the impact -- economic, social, and political -- when the committee has a meeting to decide. This is a good idea. This has a good impact. It's possible and proven, and then right there, we make it the new model of business for delivering our new service. We're thinking about the cloud, we are thinking about the big data, and about security. I don’t want to promise anything. Gardner: Very good. I'm afraid we will have to leave it there. We've been learning how INFOTEC in Mexico City has been improving on their helpdesk and monitoring and had some impressive reductions in costs and time to compliance with service requests and overall incident reduction of more than 20 percent. I'd like to thank our guest. We've been joined by Victor Hugo Piña García, the Service Desk and Monitoring Manager at INFOTEC. Thank you so much. Piña: Thank you very much. Gardner: And thank you to our audience for joining us for this special new style of IT discussion coming to you directly from the HP Discover 2014 Conference in Las Vegas. I'm Dana Gardner; Principal Analyst at Interarbor Solutions, your host for this ongoing series of HP sponsored discussions. Thanks again for listening, and come back next time.   Listen to the podcast. Find it on iTunes. Sponsor: HP
  • 4. Transcript of a BriefingsDirect podcast on how an IT provider in Mexico uses HP tools to improve service to customers. Copyright Interarbor Solutions, LLC, 2005-2014. All rights reserved. You may also be interested in: • How Capgemini's UK Financial Services Unit Helps Clients Manage Risk Using Big Data Analysis • Big data meets the supply chain — SAP’s Supplier InfoNet and Ariba Network combine to predict supplier risk • Big data should eclipse cloud as priority for enterprises • HP Updates HAVEn Big Data Portfolio as Businesses Seek Transformation from More Data and Better Analysis • Perfecto Mobile goes to cloud-based testing so developers can build the best apps faster • HP's Project HAVEn rationalizes HP's portfolio while giving businesses a path to total data analysis • Big data’s big payoff arrives as customer experience insights drive new business advantages • Fast-changing demands on data centers drive need for uber data center infrastructure management • How healthcare SaaS provider PointClickCare masters quality and DevOps using cloud ITSM • HP delivers the IT means for struggling enterprises to remake themselves • Istanbul-based Finansbank Manages Risk and Security Using HP ArcSight, Server Automation • HP Access Catalog smooths the way for streamlined deployment of mobile apps