Ptak, Noel & Associates LLC is an international, enterprise and business focused insurance firm that delivers a full range of benefit packages that include disability, long term care, life and voluntary insurance products. The demands on the IT operations staff had led the firm to outsource service desk and delivery tasks to a third party. The outsourced firm collected and maintained all control of data relating to providing standardized services. Convinced that they could provide more services at greater efficiencies by bringing the responsibility for data and service delivery-house, the internal staff determined that in order to do their job most effectively they needed control of and responsibility for a specific set of functions.
The changes described in this case study explain how Service Desk Management help them to achieve that goal.
DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Our portfolio of live events, online and print publishing, business intelligence and professional development brands are centred on the complexities of technology convergence. Operating in 42 different countries, we have developed a unique global knowledge and networking platform, which is trusted by over 30,000 ICT, engineering and technology professionals.
Data Centre Dynamics Ltd.
102-108 Clifton Street
London EC2A 4HW