The Australian Trade Commission (Austrade) is an Australian Federal Government statutory authority within the Foreign Affairs and Trade ministerial portfolio. They needed an open system that could be accessed 24 hours a day from anywhere in the world by any of their local or regional IT service delivery staff. A desire to achieve service management best practice as detailed by the Information Technology Infrastructure Library (ITIL) guidelines required Austrade to conduct a rigorous self-analysis. Following an extensive tender process to find a comprehensive service management solution, Austrade implemented, HP OpenView Service Desk which ultimately underpins all of Austrade's ITIL-based helpdesk processes.
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