CITEC enters new era in client service

04 March 2005

CITEC is implementing a number of projects aimed at delivering more responsive client service and achieving best practice in IT service management. The projects support our vision of integrated service management and encompass service monitoring, our service desk and client reporting.

We’ve got an OpenView

A new integrated monitoring tool was first cab off the rank in this group of projects, going live at the end of 2004. The new tool will deliver a range of business benefits for CITEC and its clients, including proactive identification of system and infrastructure events, and more rapid problem assessment.

The tool uses the latest version of HP OpenView to provide an end-to-end view of each client’s systems and services. Previously, performance data was obtained from a number of disparate systems.

As part of the move to OpenView, CITEC has also implemented a more modern suite of paging and alarm tools, which provide greater flexibility in the way we communicate with clients in the event of a service issue.

End-to-end Internet transaction monitoring

Clients using CITEC for web hosting will now also benefit from our new Internet services transaction analyser. The analyser is used to monitor, report on and analyse Internet transactions from end-to-end.

It provides CITEC staff with the capability to identify broken links or other Internet service issues, even if the site is hosted by a third party.

CITEC’s General Manager Technology Strategies & Services, Bob Gurnett said the move to OpenView would provide clients with significant benefits.

“This suite of products gives our staff the capability to view and manage client services from an end-to-end business perspective, as much as from a technology perspective,” Bob said.

“Using the new integrated monitoring system, we can give our clients insights into how the performance of their infrastructure could be improved.

“It also enables us to anticipate and correct problems before they become critical, and automate and manage change in real time.”

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