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The University of Miami's Medical Information Technology (Medical IT) group struggled with its former helpdesk system, which was not designed around an ITIL framework and had limited customization capabilities. Wanting to enhance efficiency and implement best practices centered around IT Service Management and ITIL in order to improve its service support to its end user's and business units they searched for a robust, scalable, easy to implement, easy to use and easy to maintain service desk solution. With BMC Service Desk Express's strong ITIL orientation, Medical IT has not only been able to streamline its Incident Management handling processes, but also revamp the Service Request, Problem and Change Management processes with which it had previously struggled using email threads and network file shares to manage operations.
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