Customer Case Presentation Downloads

myBrand ISA 3402 compliance with IncidentMonitor™

When NL-based SAP consulting firm myBrand set an objective to select an enterprise-wide service desk software solution, the decision was created by two important factors. First, given the strong and steady growth of the company, the implementation of a service desk software solution had become vital to the future success of the company. Second, customers had requested that myBrand achieve ISA 3402 compliance (also known as SAS 70), that required detailed reports that could be generated by the right service desk software solution.

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Large Pharmaceutical Going Deeper with IncidentMonitor™

In the years following a merger which created a large pharmaceutical , one of the world’s largest pharmaceutical powers - the number of applications the company was using worldwide was nearing 200. The problem was, explains Basel, Switzerland-based Project Manager/
Systems Consultant John Packard, that “we had no common way of submitting tickets to the support organizations to help with the applications.” For example, some applications used a Lotus Notes
e-mail account while others had a help desk phone number, “So, it was just so inconsistent,” he says.

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IncidentMonitor™ Growing on B&H

B&H, a New York-based retailer specializing in products for photo/video/audio professionals and long-time Monitor 24-7 customer, has recently taken its IncidentMonitor™ implementation to a new level, proving once again that this is a solution capable of growing with your business.

Having already tapped into the incident management and change management functionality of IncidentMonitor™, B&H has expanded its use of the solution over time and
having recently availed of the asset management component within IncidentMonitor™, “now we’re also using this to stay compliant and to actually save money if we have more licenses than what we need,” explains Shia Meisels, a Senior Manager for the 35-plus-year-old retailer.

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Niagara Region Help Desk Flows Thanks to IncidentMonitor™

When Mary Blom stepped into her new role as the I.T. Service Desk and Training Administrator for a rapidly growing and recently reorganized Corporate Services Division of the Regional Municipality of Niagara, she faced a daunting task. Charged with creating a Service Desk for a large department that oversees administration, budgets, financial reporting, I.T. solutions and building services - basically anything to do with administrative functionality to support the other regional departments for Niagara - Blom needed to be backed by a service management solution that she could count on.

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Ajilon Solves it All with IncidentMonitor™

When Ajilon Consulting chose to invest in an incident management solution to help manage its growing infrastructure a few years ago, it rounded up all the usual suspects, says Christian Desjardins, Manager of GSC Infrastructure at the Montreal-based IT Solutions provider.

“Basically, it was between Remedy, Heat and IncidentMonitor™.”

Ajilon’s data centre in Montreal had undergone tremendous development, and at the time his team didn’t have a ticketing system, so they were seeking “a proper incident management tool that would grow with us” Desjardins says.

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NCI grows Service Desk support with IncidentMonitor™

When Anthony McBride assumed the role of Manager, Help Desk Operations for NCI Building Systems in Houston, Texas, in 2004, one of the first orders of the day was to improve efficiencies for the IT support help desk team. After extensive searching for a software that could provide the capabilities he needed – including ITIL compliance and supporting Sarbanes Oxley requirements, he chose IncidentMonitor™ from Monitor 24-7.

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Alliance Atlantis IT Groups Gets Help From IncidentMonitor™

As Manager of Information Technology at Alliance Atlantis Communications Inc., Mr. Michael Consiglio is responsible for the smooth operation of the company’s IT service desk. With over 700 users in Canada, the United States and Europe, Michael was in need of a powerful, flexible and cost effective software platform that was compatible with their existing technology.

“After making do with our limited help desk system, we had a mandate to find a solution that would provide ITIL best practices, be incredibly modifiable and scalable, and maintain excellent SLA (Service Level Agreement) responses over the long term.”

After researching a number of external software options in the early part of 2005 to improve the workflow for his team, Michael chose IncidentMonitor from Monitor 24-7.“It has been running successfully since July 2005,” says Mr. Consiglio.

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