HP

Vertical: Telecommunications Product Focus: Metastorm ProVision

Challenges Addressed: Combining Metastorm ProVision, HP Service Desk software, and HP C&I’s extensive IT Service Management experience and ITIL Best Practices to create an accelerator solution for HP’s customers Using Business Process Modeling and Analysis to drill down into processes following the ISO 9000 triangle for documentation Enhancing 'Best Practices for Service Desk' at HP Retrofitting Change Management at Alcatel-Lucent Customer Benefits & Results: Enhanced user experience Improved cycle time to streamline and enhance process performance Reduced out-of-hours’ requests for help Gained flexibility to easily meet demands of changing processes Built on existing Visio diagrams through the robust import capabilities of Metastorm ProVision