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Article Excerpt
M2 PRESSWIRE-30 June 2004-REMEDY: TOTAL UK signs up to total help desk solution from Remedy; Move will drive consolidation and centralised control of the business(C)1994-2004 M2 COMMUNICATIONS LTD
RDATE:06302004
EGHAM, Surrey -- Remedy , a BMC Software company (NYSE:BMC), today announced that oil and gas multi-national TOTAL UK Limited has integrated its disparate help desk systems, helping to consolidate the business and drive up customer satisfaction using Remedy.
Remedy Help Desk is providing TOTAL UK with the foundation for an integrated, end-to-end approach to IT Service Management, based on best practice ITIL principles. The solution is underpinned by Remedy Action Request System, the application platform and development environment used for Remedy's suite of best-practice, out-of-the-box Service Management applications.
"Prior to the introduction of our Remedy-driven TOTAL Care Help desk System, TOTAL had a very decentralised system in place," said Shafqat Abbas, IS Project Manager. "Also, several departments were dealing with customer complaints and some of these were not getting resolved within the SLA's set, as personnel were unable to work...
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