December 2009
Dear reader
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The end of the year is fast approaching. I would like to thank all our customers and partners for a productive cooperation in 2009. It has been a
year with a financial crisis that has had great influence on the entire IT market. Hence, IT investments were only made when a clear business
value was in sight.
Now, however, the market is showing signs of recovery. |
In 2010, we will continue our fruitful partnership with our customers. We will keep working on being the partner that can help you improve your business. Together we can ensure that your organisation can make the most of the resources and solution you have invested in.
I wish you and your family a merry Christmas and a healthy, happy and successful New Year.
With kind regards,
Jesper Johansen
Director, MATERNA
ITSM Projects and Solutions
From business case to visible results with IBM Service Management
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The Region of Southern Denmark regional authority is a new MATERNA customer. Their main task is to run the region's healthcare system. With 4 hospital units at 18 locations serving 1.2 million people, the Region of Southern Denmark is the largest employer in the region with 26,000 employees. |
After focusing on consolidating their IT operations for several years, the Region of Southern Denmark will now concentrate their efforts on optimising and streamlining their IT. In the spring of 2009, they formulated a business plan that clearly illustrated the substantial potentials for savings to be gained by optimising IT operations. The goal is ISO 9001 certification that - among other things - will be based on IBM Tivoli processes and tools. The 46 best practice processes described in IBM Tivoli Unified Process (ITUP) combined with a number of Tivoli solutions will improve the quality of the regional authority's IT operations by creating visibility and structure.
As part of this project, the Region of Southern Denmark has asked MATERNA to assist with the implementation of several sub-projects. In the autumn of 2009, MATERNA and the regional authority will start implementing the Tivoli Application Dependency Discovery Manager (TADDM) and Tivoli Service Request Manager (TSRM). Later in the project, the region will also initiate the implementation of Tivoli Asset Management for IT (TAMIT). In this sub-project, MATERNA will also support the region with their extensive knowledge of IBM technology.
If you want to know more about MATERNA's solution, please feel free to contact us: marketing@materna.dk.
Technical University of Denmark: Process learning and teambuilding in one single event with ITIL® V3 simulation Polestar
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The Technical University of Denmark (DTU) has participated in an intensive ITIL® V3 simulation. This has clearly illustrated that DTU's IT organisation can increase their efficiency and improve the quality of their services by standardising processes. |
During the past 3 years, the Technical University of Denmark (DTU) has merged with a number of other research institutes from all over the country. As a consequence of this fusion, the number of employees has almost doubled from approximately 2,500 to 4,500. Furthermore, many of DTU's institutes have been consolidated over the past 5 years into the current 18 larger institutes. Now, DTU has started merging different staff functions, including IT operations.
Hence, in merely 2 years (2007-2009), DTU's IT organisation (AIT) has grown from approximately 20 to 70 employees. As a consequence of the fusion, the entire IT organisation is now going through a large-scale cultural transformation in terms of managing IT operations. In order to kick-start this culture shift, AIT offered all their employees the chance to participate in an ITIL® simulation held by MATERNA.
Polestar simulates the work in a retailer's IT department providing service to 4 different businesses with associated challenges as service demands and revenue, system failures and lorries with no destination for their products. The goal was both to promote teambuilding - getting to know your colleagues in other ways than in daily work - and to illustrate the advantages of working according to standardised processes.
Click here to read the story in full length (pdf).
MATERNA News
Single Sign On for Remedy
MATERNA Denmark now resells one of the most trusted Single Sign On (SSO) products provided by Java System Solutions. The product provides a generic SSO solution for the BMC Remedy platform.
Where a user is already properly identified to the corporate computer network or extra-net, it is intensely frustrating for the Remedy system to make the user identify him/her all over again. The product aims to "pick up" the existing user identification and automatically identify the user to the Remedy system so that the user doesn't have to go through the process manually: on clicking the appropriate logo, the user will find they are "signed on" to Remedy.
This solution is already in use at several at our Danish customers.
Click here to download the datasheet.
Product News
BMC Remedy IT Service Management Suite 7.6
BMC has launched new version of Remedy IT Service Management Suite - version 7.6.
Among the improvements in relation to earlier versions are:
- Enhanced best practices process flows
- Software license management
- New Service Request Management 7.6
- Embedded KPI's and metrics
You can hear more about the newest features and functions in version 7.6 and the value they provide BMC Remedy users at our next Remedy User
Group meeting on December 9, 2009.
See more under MATERNA Events at the bottom of this newsletter.
End of Life for Remedy User
The BMC Remedy User client is a Windows based user interface to BMC Remedy AR System applications. Currently, BMC supports both the Remedy User client and a web client utilizing BMC Remedy Mid Tier.
Providing two separate user client access methods has led to customer confusion and inconsistencies between clients' usage and behaviour.
To ensure a high quality, feature-rich experience for BMC Remedy AR System application users and simplified administration for IT managers, BMC Remedy AR System 8.0.00 is expected to be the last major release of AR System to include the Remedy User client.
Click here to download an overview of FAQ in relation to End of Life for Remedy User.
MATERNA Course Calendar
We are currently working on finalising our courses for 2010. In the spring, we will provide several new courses in Remedy version 7.5,
including:
- BMC Remedy AR System 7.5: What's New
- BMC Remedy AR System 7.5: Foundation - Part 1 (WBT)
- BMC Remedy AR System 7.5: Foundation - Part 2
- BMC Remedy AR System 7.5: Developer - Part 1 (WBT)
- BMC Remedy AR System 7.5: Developer - Part 2
- BMC Remedy IT Service Management 7.5: Administering - Part 1 (WBT)
- BMC Remedy IT Service Management 7.5: Administering - Part 2
- BMC Atrium CMDB 7.5: Administering - Part 1 (WBT)
- BMC Atrium CMDB 7.5: Administering - Part 2
As soon as all course dates are set, we will send you a course overview, and you will be able to find all courses online at
www.materna.dk/kurser.
If you already want to inquire dates for specific courses in 2010, please feel free to contact us: education@materna.dk.
MATERNA Events
Next meeting in Remedy User Group: December 09, 2009
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Free workshop for BMC Remedy users; 9a.m. - 3 p.m. (In Danish)
Exchange your Remedy experiences with other Remedy users. At each user group meeting, there are user presentations and demonstrations that can give you inspiration on how to make your life as Remedy user easier. There are four yearly meetings in Remedy User Group, and the users decide on, which topics to discuss at the meetings. |
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Topics at this meeting:
- Workshop on communication of changes when introducing new systems in an organisation
- TDC Operations: Experiences with working with Service Management processes
- News from BMC – ITSM 7.6 and Identity Management
Upcoming meetings in 2010:
- March 03, 2010
- June 02, 2010
- September 22, 2010
- December 08, 2010
Customer Magazine MATERNA Monitor
In the current edition 2/2009, you can read about:
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>> Download the current edition
If you have any questions regarding this newsletter, please feel free to contact us:
+45 70 25 55 65 or marketing@materna.dk.
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