NEWS... ITIL Processes Improve Service Levels in Supply Chain Sector >> Banta Global Turnkey achieve SOX compliance >> Evolve Technologies differentiate & market SafeBase >> Print media goes interactive with iTxT >> Real Estate Agents reach new customers with PropertyTxT >>

ITIL Processes improve Service Levels in Supply Chain Sector Since Q3, 2006 Jim Nugent from wirelessROI has been working with Banta Global Turnkey (BGT) in Limerick to ensure improved availability & stability of IT Services in 2007. BGT also wants to align IT Services to customer needs and develop objective performance metrics and reports for each service. After an initial investigation it was decided to implement a new Service Desk along with a selection of processes (Phase 1). Initial feedback on the new service desk is extremely positive especially from users who are now logging incidents directly with IT via the customer portal. IT has considerably more visibility on incident metrics and are using problem and change management to eliminate the root causes. Incident resolution times have also fallen as IT staff leverage improved knowledge management from within the service desk tool. Banta Global Turnkey achieve SOX compliance In 2005 Jim Nugent designed and implemented a comprehensive Sarbanes-Oxley (SOX) program for BGT Limerick. During this time, support procedures and documentation was created for all relevant control areas. A comprehensive internal audits program was implemented to verify the integrity of internal processes. Audit non conformances were recorded and managed through a separate application. Non conformances were remediated in a timely manner and a SOX KPI summary was circulated to management on a monthly basis. In addition, risk analysis was performed on new processes or as the IT environment changed to ensure that the companies’ regulatory and legislative requirements were being adhered to. In summary, BGT passed numerous external audits conducted by Ernst & Young & PWC. Evolve Technologies differentiate and market SafeBase In early 2005 Evolve Technologies commissioned wirelessROI to evaluate, help differentiate and market its new risk management software suite. As risk management software solutions were only in their infancy, but developing rapidly, Evolve Technologies needed to make sure that they were including the correct functionality. They also wanted to benchmark their solution against leading competitors. To achieve this objective wirelessROI spoke with over 100 health & safety officers in Irelands leading companies. Numerous demonstrations were arranged and invaluable customer feedback was received. On completion of the evaluation, Evolve Technologies decided to add some additional functionality and also managed to secure pilot customers. Print media goes interactive with iTxT In 2004 the Clare Champion, Leinster Leader and Meath Chronicle went interactive with iTxT. With iTxT readers can voice an opinion or enter competitions using text messaging on their mobile phones. Readers can identify Interactive articles from the iTxT logo which is printed alongside. To submit a comment the reader simply texts the article code, followed by their comments to the mobile phone number on the banner. The editor can view reader comment from their online account and incorporate reader feedback into the next issue. All papers have received a fantastic response to iTxT, with the more controversial articles generating the most passionate responses. iTxT is meeting a core objective for the print media sector and that is to increase reader interaction and allows the publication to build a closer relationship with its readership. Real Estate Agents reach new customers with PropertyTxT PropertyTxT, the SMS text enquiry service for auctioneers, continues to grow and help real-estate agents to win new business. Auctioneers received an average of 27 texts per property code in 2003, with 61% of enquiries taking place outside of normal business hours. Text volumes are also expected to increase by a minimum of 34% in 2004 as more buyers become familiar with the service. Tiernan Mallon from ERA Mallon Best confirmed that PropertyTxT is primarily helping him to differentiate his business and win new listings. It is also a convenient tool for informing potential buyers when new developments become available.

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