State of Virginia Chooses iET Solutions as IT Service Management Vendor
VITA is implementing the service management application to ensure consistent service delivery and cost reductions across all Executive branch agencies in the Commonwealth of Virginia. Previously Virginia’s 92 state government agencies used disparate systems and processes to support employees throughout the state. In an effort to improve IT service operations and reduce costs, legislation was passed in 2003 that required consolidation of IT infrastructure support and services. VITA established its Customer Care Center as the single point of contact for its customers.
"At VITA, we strive to provide excellent customer service through the VITA Customer Care Center 24 hours a day, seven days a week,” said Chris Saneda, director of customer support service for VITA. “We chose iETSolutions’ ITSM application to consolidate our support infrastructure because it enables us to serve our customers with consistent, accurate responses and ensure that each and every call into the VITA Customer Care Center is resolved in a timely manner.”
VITA will track incidents, service requests and requests for information for approximately 58,000 customers. In addition, VITA has extended the use of the ITSM application to other agencies for those services that are not supplied by VITA today. The implementation includes a complete ITIL-compliant service desk, including Change Management, Problem Management, Contact Management, Release Management and Configuration Management with integration to the Micromuse Asset Management solution.
“With our iET ITSM solution, we offer VITA a range of unique benefits that include support of ITIL standards while also providing an unlimited ability to adapt to VITA’s unique business processes,” said David Golan, vice president of North American sales and marketing for iET. “By consolidating from multiple help desks to one ITIL- based service management system under VITA, the state of Virginia will benefit from improved service efficiencies, lower operational costs and enhanced business performance.”
iETSolutions (www.iet-solutions.com) iETSolutions develops, markets and supports software applications for the IT and customer service management (help desk) markets. Our solutions are designed to leverage the global Information Technology Infrastructure Library (ITIL) standard to streamline service operations reducing costs, improving profitability and increasing customer satisfaction. The iET Enterprise platform consists of a highly integrated, adaptable and scalable set of applications for Customer Service, Helpdesk and Sales Automation. Our strong technology delivers a unique combination of flexible product configuration and rapid deployment to Global 2000 companies worldwide. More than 800 customers in 26 countries worldwide use iETSolutions’ adaptable and scalable set of applications, delivered by iET Solutions and its global network of partners. Headquartered in Framingham, Mass., iETSolutions maintains offices in Germany, Great Britain and North America. Distributors and technology partners serve all other countries.
About Platinum Equity
HYPERLINK Platinum Equity (www.platinumequity.com) is a global M&A&OSM firm specialized in the merger, acquisition and operation of mission-critical services and solutions companies. Since its founding in 1995, Platinum has completed over 40 transactions, building a portfolio of 17 market–leading companies with 16,000+ employees, more than 600,000 customer sites and revenues approaching $4 billion. In 2003 Platinum Equity was named the 34th largest private company by Forbes.
The Commonwealth of Virginia is ushering in a new and exciting era of governing with the birth of the Virginia Information Technologies Agency (VITA). The creation of VITA represents the most comprehensive reform of state government information technology in the nation and firmly establishes Virginia as a leader in the use of technology in government.
VITA is a unique organization, pioneering a 21st century model for information technology governance and operational excellence. VITA provides outstanding service and technology solutions to support customers and address their business needs.
iET Solutions GmbH
iET Solutions ist führender globaler Anbieter von Software-Lösungen für das IT Service Management und Risk & Security Management und wird in Gartners „Magic Quadrant for the IT Services Desk“ als einer von zehn weltweiten ITSM-Anbietern geführt. Mit den Lösungen von iET Solutions können Unternehmen Compliance-Anforderungen erfüllen und Business Value realisieren, indem sie ihre IT Services managen, automatisieren und kontinuierlich verbessern sowie die Risiken steuern.
Die IT Service Management Suite iET ITSM ist an ITIL ausgerichtet und wurde von PinkVerify und Serview zertifiziert. Für die Schwachstellen-Analyse, das Risiko Management, die Verwaltung des IT Bestands (CMS/CMDB) sowie zur Prozessanalyse und -optimierung bietet iET Solutions integrierte Lösungen an.
In 26 Ländern arbeiten über 600 Unternehmen mit einer Lösung von iET Solutions. Diese sind über Niederlassungen weltweit sowie über Distributoren und Partner erhältlich. Europäische Zentrale ist die deutsche iET Solutions GmbH mit Sitz in München. www.iet-solutions.de.
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