Dashboard: Lucent Converts To ITIL - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
Software // Information Management

Dashboard: Lucent Converts To ITIL

Lucent recently dedicated 200 full-time staffers to building their ITIL architecture within an 11 month time span.

In an effort to make its 1,000-person IT organization more efficient, cost-effective and "client-facing," network infrastructure provider Lucent recently adopted the IT Infrastructure Library across the board, complying with 12 of the 16 basic ITIL practices within 11 months.

"There were a lot of challenges, particularly for a company that has a heritage that stretches back more than a century," IT director Sheila Bridge says. "But the IT team was determined to make a success of it, and we had the backing of the CIO and the rest of the senior leadership."

Lucent dedicated 200 full-time staffers to building the ITIL architecture and tools. They started with HP software and services, then tested and confirmed their validity for Lucent. "Like any other company, we like to reinvent processes and tools ourselves, but we had to teach [employees] that customization is not always the way to go, especially when you're looking for speed," Bridge says.

Under the "service request and incident management" practice of ITIL, Lucent consolidated 14 helpdesk call centers into one global helpdesk with three locations and common processes, cutting costs 50 percent. "We now have one software tool that holds all the trouble tickets, which allows all three locations to use the same processes and information," Bridge says. "We can easily redirect calls from one center to another." High-priority tickets are being closed within eight hours, where previously they took three times as long.

What are the keys to a successful ITIL deployment? Bridge says the first element is C-level buy-in. "It's absolutely critical to have leadership commitment; the project must be a No. 1 priority," she says.

Second, the go-live date must be firm. "It imposes discipline on the team," she says.

Third, Bridge recommends the "confirm, not customize" approach, to save time and effort rather than reinventing the wheel. --Penny Crosman


BUSINESS OBJECTS DEBUTS DATA VISUALIZATION

In the latest version of its BI platform, BusinessObjects XI Release 2, Business Objects introduced a visualization tool, Crystal Xcelsius Viewer, based on technology it acquired from Infommersion. Crystal Xcelsius Viewer lets customers turn static information into charts, graphs and interactive "what-if" scenarios while maintaining live connectivity to data. For example, a sales executive could display sales information for different products across various vertical markets and regions in a visually compelling format, then demonstrate how decreasing inventory for a particular product line might affect Northeast regional sales.


SPOTFIRE SEES HOT MARKET AMONG BUSINESS PROS

Spotfire, traditionally a provider of analytics to the scientific and technical computing markets, has entered the realm of analytics for business professionals. With DXP, the vendor offers a solution said to be highly visual and interactive, based on Microsoft .Net and running on 32- and 64-bit desktops. Alongside DXP, Spotfire introduced DXP Metrics, an expression builder and collection of embedded statistical routines that can be deployed with DXP applications.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
Slideshows
Reflections on Tech in 2019
James M. Connolly, Editorial Director, InformationWeek and Network Computing,  12/9/2019
Slideshows
What Digital Transformation Is (And Isn't)
Cynthia Harvey, Freelance Journalist, InformationWeek,  12/4/2019
Commentary
Watch Out for New Barriers to Faster Software Development
Lisa Morgan, Freelance Writer,  12/3/2019
White Papers
Register for InformationWeek Newsletters
Video
Current Issue
The Cloud Gets Ready for the 20's
This IT Trend Report explores how cloud computing is being shaped for the next phase in its maturation. It will help enterprise IT decision makers and business leaders understand some of the key trends reflected emerging cloud concepts and technologies, and in enterprise cloud usage patterns. Get it today!
Slideshows
Flash Poll