TNT creates global service desk

Logistics company consolidates 30 service centres into virtual desk

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.

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