Hatch selects Infra to support its 24 x 7 Service Desk
NewsFebruary 13, 2006
24 x 7 Global Service Desk takes just 24 hours to implement
The Hatch Group, a leading provider of engineering and construction management services, has selected EMC Infra's IT Service Management software Infra for its ease-of-installation and global service desk functionality. The organisation has implemented Infra simultaneously across three continents, providing users worldwide with non-stop access to Incident and Problem Management services in addition to web self-service via a Customer Portal.
Five service desks, based in Australia, Canada and South Africa, went live on the same day, successfully logging 800 calls across time zones during the following 36 hours. Time zoning within Infra ensures that each office can log Incidents and open forwarded calls in its local time zone. Similarly, Service Level Agreements can be linked to a specific zone with all calculations based on the appropriate local working hours.
According to James Ashworth, Global IT Service Delivery Co-ordinator at Hatch, "Infra's 100 per cent web architecture and advanced time zoning were key factors in the decision to go with Infra. With back-up from Infra's international network, our ambitious installation plans went extremely smoothly, enabling us to deliver a comprehensive global service desk within budget and ahead of our original timescale."
Hatch, which also has offices in the UK, Latin America, Russia and China, reviewed solutions from more than 200 suppliers before selecting Infra. Hatch use Infra's advanced Configuration Management Database (CMDB) to underpin and integrate key processes such as Incident, Problem and Change Management. Infra integrates directly to Hatch's Active Directory, allowing automatic population of officer and user data into the CMDB and single sign-on for ease of access.
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