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  • 24 March, 2007 13:55

<p>infraEnteprise provides integrated Service Management system for global online retailer</p>
<p>, the world’s largest online retailer of branded intimate apparel, has selected Infra software, infraEnterprise, to manage its global Service Desk. The company’s UK Technical Operations department reviewed proposals from six IT Service Management vendors, and chose 100 per cent web-based infraEnterprise for its out-of-the-box functionality and easy integration with third party technologies, including Active Directory.</p>
<p>Paul Kennedy, Technical Operations Manager at, comments: “Having reviewed the market, we selected Infra software because it represented the best value for money in terms of its out-of-the-box functionality and scalability to future needs. We can now assess the priority and impact of each incident, ensuring that we target our resources appropriately. Publishing Service Level Agreements has also helped us to align our services with business needs.”</p>
<p>Using infraEnterprise, the company is able to prioritise and track issues from the desktop to the company’s mission-critical web servers. Reporting within infraEnterprise, including timesheets and incident summaries, allows managers to assess the time spent on individual issues and identify which systems are more expensive to maintain.</p>
<p>With operations in the UK and the USA, can log internal incidents and apply Service Level Agreements (SLAs) in the local time zone, while applying global SLAs to the customer-facing websites. Performance against SLAs is measured and reported, enabling the business to monitor whether targets are being achieved.</p>
<p>Nine out of ten Incidents, including those from outsourcing partners such as call centres, are now logged through the Infra Customer Portal and overall satisfaction with IT service delivery has increased significantly - from a rating of 6.5 to 8.0 out of 10 - since the new Service Desk was introduced three months ago.</p>
<p>For more information see</p>

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