Home Case Studies Implementing ITIL and HP Service Desk
Implementing ITIL and HP Service Desk
Short timeline to introduce new standards and products
Client: Reinsurance Group of America Inc.
Technologies Used: HP Openview, Various Technologies
Services Provided: Professional Services
Tasks: Business Analysis, Help Desk, Mentoring, Project Lead, Project Management, Systems Analysis
When we have a challenging position to fill, we immediately turn to NetEffects. 
Rick N., Sr. Vice President, Reinsurance Group of America Inc.
Challenge:
To support the quality initiatives associated with the worldwide rollout of a new system, RGA was adopting ITIL service support standards and implementing HP Service Desk. The need for a strong project manager with HP Service Desk and another with extensive knowledge of ITIL was required. The approaching project deadline made it critical to add senior level skills...quickly.
Solution:
NetEffects provided an ITIL Certified consulant with a long project history of successfully introducing and managing ITIL processes for the IT Service Management practice (ITSM). In addition, he had done several prior implementations of HP Service Desk.
The NetEffects consultant assumed project management responsibilities and was responsible for:
- Project management, planning, and actual implementation of the enterprise management solution
- Mentor client personnel
- Designed the ITIL best practice processes and used HP Service Desk to fit into the designed ITIL processes in order to achieve a full ITSM environment
- Presentations to senior management
- Involved in the actual architechting, installation, configuration and customization of the various HP Openview Suites of products
Result:
RGA successfully implemented ITIL and HP Service Desk. Cost savings were realized as the single NetEffects consultant handled the two areas of need.
Because of project success the consultant was extended to work on other RGA needs.