The Ministry of Transportation (MTO) is one of the larger Ministries within the Ontario Public Sector (OPS). The MTO needed to standardize on one Helpdesk solution that encompassed ITIL process definitions, and would become a reusable model for other Provincial Ministries. Burntsand conducted a thorough analysis of MTO’s existing technology and processes and recommended the implementation of a Computer Telephony Integrated Service Desk built around Remedy Corporation’s ITSM (IT Service Management) System. This fit well with the ITIL process requirements and with the MTO’s specific objectives to provide for incident, change, configuration, problem, and service level agreement management, as well as applications support.
Did you find this white paper useful?
25 out of 50 users found this white paper useful
Related white papers
Edith Cowan University: HP OpenView Chalks Up Success With University Helpdesk
Edith Cowan University is taking a scholarly approach to the re-engineering of its IT helpdesk by implementing Hewlett-Packard's (HP) OpenView Service Desk solution based on the IT Infrastructure Library (ITIL)...
InaPlex Case Study: Bentley College
Using HEAT from FrontRange Solutions, Bentley was able to efficiently and accurately track, store, and manage data on any computer hardware being used by Bentley students and personnel. Bentley needed...
ITIL v2 to v3 - is it worth it?
ITIL has become the most widely adopted Best Practice framework for ITSM. The recent ITIL V3 refresh has sparked renewed interest but, although many are aware of the new version,...
Best Practices for At-Home Agents
What is your mental image of a work-at-home agent? Is it of a smiling, professional agent diligently serving customers? Or do you see a pajama-clad loafer muting "Oprah!" to take...
Remote Support has never been so easy! Try WebEx free today!
With WebEx Remote Support, it's easy to stay in control--working right from your desk to minimize technology-driven downtime while maximizing help desk productivity. You have the power to launch support...
Improving First Call Resolution
This enlightening free webinar clears a path for service desk managers experiencing the multiple pressures of budget cuts, increasingly complex end-user interfaces, and technology/business integration. You'll learn the hidden flaws...
Microsoft Webcast: Managing a Global Internal Helpdesk With Outsourcing and Call-Avoidance Techniques (Level 100)
Microsoft IT manages a global internal helpdesk that receives 63,000 contacts per month. To improve the client-support experience and productivity while reducing costs, Microsoft IT took two approaches off-shoring and...
