Oklahoma City selects Infra for IT Service Management
NewsAugust 29, 2003
The Oklahoma City Information Technology Department, responsible for the city's communication and information systems, has implemented the Infra web-based system from EMC Infra to support its IT Service Management.
By assisting the Department to effectively identify, action and resolve IT problems, Infra will play a crucial role in the city's ability to provide services to its 506,000 citizens.
Infra was selected following a review of over 100 software products by the IT Department. Working within a tight timeframe and with limited resources, they needed a solution that could be implemented quickly and deployed easily to the city's many departments.
The IT Department's immediate requirement was for a system that could support its management of a simultaneous multi-million dollar rollout of the PeopleSoft ERP for payroll and financials.
"Infra's 100% web architecture provided a significantly lower total cost of ownership, and provided anywhere, anytime access for our users," said David Grothe, Manager of Systems Development for Oklahoma City.
In addition, the Infra system is independently verified for ITIL (the IT Infrastructure Library best practice service management processes), which means it is able to fully support the IT Department's continuing strategic implementation of the ITIL standard.
Infra has been initially implemented to support service desk processes - from install to go live, this took only six weeks. This is being followed by the deployment of features to assist customers of the IT Department, including a web Customer Portal, Self Help module, and automated Customer Survey module.
The city subsequently plans to extend its use of Infra to include Change Management and Automated Asset synchronization, to drive many of the city's IT processes.
Said David Grothe of the support provided by EMC Infra, "Infra partnered with us to ensure our success every step of the way, providing education, software, technical support and ITIL guidance in what was a challenging project given the timeframe."
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