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Orange Business Services' aim was to replace these fractured systems with one unified and group-wide solution to meet the needs of a succession of subsidiaries of parent company France Telecom and replace what was previously described as "An aging IT trouble ticketing workflow system which was primarily designed to register user incidents rather than deliver prompt, self-service enquiry resolution." To tackle these problems Orange Business Services turned to an IT Service Management (ITSM) solution from BMC Software.
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