International logistics company TNT is halfway through a global
restructuring of its IT support systems, consolidating 30 service
desks into a single virtual global services desk.
TNT is using HP Openview Service Desk to create a single service
desk based on IT Infrastructure Library (ITIL) best practice
standards. The service desk will form the backbone of a common
systems support strategy across the organisation.
The logistics company wanted to reduce the complexity of its
support set-up and create a scalable and cost-effective system that
could be used across its global wide area network infrastructure.
The aim was to buy an off-the-shelf product and use as much of its
standard functionality as possible. A spokesman for TNT said, "We
wanted to have minimal software configuration. This keeps the cost
of ownership down, mainly in terms of development and
maintenance."
Implementation of the project began in Australia in 2004 followed
by the UK in January 2005. The system is now being rolled out in
Germany and Italy, and TNT expects it to be completed within five
months.
The TNT service desk runs on HP Blade servers.