T H E I T G R C L E A D E R

Nexio makes r11 Shine in Nexio had performed over 250 successful
migrations.With an internal lab, early r11
adopters, and an ever-expanding bench

Southern California of qualified personnel, Nexio is a premier

source of r11 Service Desk, and Asset
Management personnel. Whether it’s a
Nexio Technologies (http://www.nexio.com ) recently completed several successful Service tactical rapid implementation, a high
Desk r11 implementation projects in the Southern California region. These engagements visibility technical challenge, or an ITIL
ranged from rapid tactical implementation to large scale ITIL based re-engineering. Nexio implementation with big picture impact,
delivery team provide subject matter expertise on several levels to help insure success. A Nexio has the resources to help make your
profile of each client and project approach is below: project a success.

Rapid implementation of the Service Desk solution

A San Diego based media, gaming and Project Composition Figure 1-1 Illustrates the upgrade
implementation project
branded merchandise company needed timeline
a service desk solution to allow them to • Net new account
centralize call center and support operations • Rapid implementation
for their multinational operations. The client • Ahead of schedule / on budget
had relatively small operations, so Nexio Nexio Delivery Manager Client
provide a rapid implementation of the Service Acting PM Project Manager Go Live
Desk solution. Nexio provided a resource that
could serve as both architect and primary
implementer, working directly with the w0 w1 w2 w3 w4 w5 w6
delivery manager for the region. The Nexio
team worked on site for one week installing - Install
- Design
- Customization
- Implementation
- Remote Support

the solution components and working

through the solution design. The team left the
client with a number of templates to fill out to
prepare the solution. Upon their return, they
customized the solution for the client through
a three week engagement. Five weeks after the
Nexio Senior Consultant
project kick-off, the customer went live with a
new Service Desk solution which consolidated
their North American operations.

Help with the pre-sales process for a CA net-new account

A design and engineering firm company
based in Los Angeles with multinational
operations needed a service desk solution
to allow them to centralize call center and
support operations and scale it to accomodate
their multinational operations. The client
was considering BMC/Remedy as well as
CA Service Desk for their ultimate solution.
In a very competitive situation, Nexio was
engaged by CA to provide help with the pre-
sales process for a net-new account for CA.
CA eventually beat out BMC/Remedy, and
engaged Nexio to provide assistance with the
implementation project.
Nexio provided a senior consultant to
implement the service desk solution,
and a project manager to work with the
client and the CA delivery manager. The Nexio Technologies
CA/Nexio team worked on site for one 417 Saint-Nicolas, Suite 400
week installing the solution components Montréal, Québec H2Y 2P4
and working through the solution design. CANADA
Upon the completion of the installation and
design, the team customized the solution sales@nexio.com • nexio.com
for the client through an eight week Project Composition Figure 2-1 Illustrates the multinational
engagement. This implementation was consolidation project timeline
particularly challenging, as the client
pushed the standard functionality of
the service desk to the limit with respect • Net new account
to automation and workflow. The team Nexio Delivery Client • Beat out BMC/Remedy
Manager Project Manager
built a custom synchronization script to • ITIL thought leadership differentiator
allow r11 LDAP integration to operate • Technically challenging implementation
with Active Directory to the clients’ • Provided enhanced LDAP integration
satisfaction. This script was added to the • On schedule / on budget
internal knowledge base, and has been Nexio Project Nexio Architect Go Live
reused on other Nexio implementation Manager
projects. Nexio bring a highly visible,
technically challenging, and net new
account to successful conclusion, on w0 w1 w2 w3 w4 w5 w6 w7 w8 w9 w10 w11 w12 w13

time and on budget. - Install - Customization

- Remote Support
Nexio Senior Consultant - Design - Implementation

Design ITIL compliant processes for the incident, problem, change and service request
A developer or commercial real estate The Nexio team was able to bring these all of the projects positioned the customer
and shopping mall properties based in parallel projects in on or ahead of schedule, for continued success and investment in
Los Angeles, needed to better manage and on or under budget. More importantly, ITIL solutions.
and scale their call center and service
Project Composition Figure 3-1 Illustrates the integrated service
desk operations. The client used the des and ITIL implementation
planned Service Desk r6 or r11 upgrade project timeline
to re-engineer their processes around
ITIL best practice frameworks. Nexio
provide an ITSM consulting resource to • Unicenter® Service Desk r6 to r11 upgrade
Nexio Delivery Client
design ITIL compliant processes for the Manager Project Manager • ITIL process implementation
incident, problem, change and service • Incident, problem and service request
request. Once these processes were • Provided enhanced LDAP integration
designed, the Nexio team implemented • On schedule / on budget
them through the upgraded Service
Nexio Project Nexio Architect
Desk implementation. Nexio provided Manager
a senior consultant to conduct Service
Nexio Senior
Desk implementation as well as project ITSM Consultant Go Live
management resource to work with the
delivery manager for the region.The Nexio ITIL Process Design ITIL Process Implementation

team worked on site for 17 weeks, and the Nexio Senior

PILOT
Consultant
project culminated with a launch of the
new service desk and the re-engineered w0 w1 w2 w3 w4 w5 w6 w7 w8 w9 w10 w11 w12 w13 w14 w15 w16 w17
ITIL compliant processes.
- Install - Customization
- Remote Support
- Design - Implementation

Mapping the ITIL Process to Service Desk ITSM Mapping to Services Desk

In the Nexio approach, the designing and Map Figure 4-1

ITIL Process ITIL Process
documenting of the ITIL process occurs in Documentation
Process
to SD
Implementation
Audit
Illustrates the integration of
parallel to the installation and preparation of the ITIL Process and Service
the Service Desk system. In this manner, as the Desk Implementation
process becomes defined and documented, SD
Design
SD
Install
Site Specific SD
Customizations
the process can be mapped from the high
level workflow, down to the function level
within the Service Desk tool. This allows the SD
System
SD
Pilot
Service Desk customization to reflect the Test Test

requirements of the ITIL compliant process. w0 w2 w4 w6 w8 w10 w12 w14 w16 w18 w20 w22 w24 w26 w28 w30 w32

T H E I T G R C L E A D E R Copyright Nexio 2007 -2-