Tango/04 Helps Capgemini Improve Customer Satisfaction
by Implementing ITIL Best Practices
Tango/04's VISUAL Message Center suite of systems management
software solutions helps the outsourcing services provider simplify implementation
of ITIL in its iSeries environment
UTRECHT, the Netherlands, August 24, 2005 - Capgemini, a global leader in consulting,
technology and outsourcing services with 60,000 employees worldwide, has successfully
implemented ITIL best practices in its iSeries environment using Tango/04's
VISUAL Message Center suite of systems management software.
As a result, companies in Central Europe that outsource their iSeries-based
business applications management to the Dutch branch of Capgemini now have full
visibility of the quality and level of service they receive, which has greatly
improved customer satisfaction.
"Most frameworks are not solutions that work well on the iSeries. Instead,
VISUAL Message Center is much easier to use, reporting is very nice and simple,
and service level management reports can be scheduled and automated,"
said Rob Freeling, IT Consultant of Capgemini in the Netherlands.
Established by Great Britain's Office of Government Commerce, the Information
Technology Infrastructure Library, ITIL, is one of the most widely accepted
IT systems management standards.
"VISUAL Message Center is an extremely valuable aid when it comes to
implementing ITIL in an iSeries environment to ensure the delivery of high service
levels," Mr. Freeling said.
The Challenge of Implementing ITIL on iSeries
Capgemini's IT management framework failed to comply with ITIL
Service Level Management specifications on iSeries applications servers. "IBM
OS/400 monitoring functions were extremely difficult to implement. We started
to look for a proven, easy to use solution and Tango/04 gave us the answer,"
Mr. Freeling said.
Capgemini turned to PST Business Solutions, the certified Tango/04
Business Partner in the Netherlands, to learn about VISUAL Message Center's
iSeries monitoring and automation capabilities.
Developed by Tango/04 Computing Group, a leading developer
of software solutions for Systems Management, Security and Business Service
Management (BSM), VISUAL Message Center is an award-winning suite of monitoring,
automation, alerting and reporting software products for IT cross-platform infrastructures.
One of Capgemini's most important outsourcing clients agreed
to perform a product trial with its outsourced systems designed to evaluate
proactive problem-detection and reporting capabilities.
"Capgemini saw the advantages of our solution even
before the trial actually began," says Raul Aguirre, CEO of Tango/04
Computing Group, "Their IT management was surprised by how simple the
configuration was, even for the security audit and applications management features
being implemented. Finding the solution's functionality easy to setup was extremely
appealing, and it was a major point in their decision to choose VISUAL Message
Center."
Consultants from PST Business Solutions worked with five Capgemini
specialists to setup filters, business views, alerts and automatic actions according
to ITIL prescriptions. Self-tuning and self-protecting capabilities configured
include starting programs, responding to interactive error messages, freezing
user sessions to avoid system crashes, and generating SMS alerts, so that operators
can react quickly to problems that pose a potential risk.
"Tango/04's solution has helped Capgemini gain the
trust of its customers, because it makes ITIL and other improvement efforts
more visible to their top executives," Mr. Freeling said. "VISUAL
Message Center keeps managers happy, and that of course keeps us happy."
Capgemini, one of the world's foremost providers of Consulting,
Technology and Outsourcing services, has a unique way of working with its clients,
which it calls the Collaborative Business Experience. Through commitment to
mutual success and the achievement of tangible value, the company helps businesses
implement growth strategies, leverage technology, and thrive through the power
of collaboration. Capgemini employs approximately 60,000 people worldwide and
reported 2004 global revenues of 6.3 million euros. More information about individual
service lines, offices and research is available at http://www.capgemini.com
About Tango/04 Computing Group
Tango/04 Computing Group is one of the leading developers of
systems management and automation software. Tango/04 software helps companies
maintain the operating health of all their business processes, improve their
service levels, increase their productivity, and reduce costs through intelligent
management of their IT infrastructure.
Tango/04 has more than a thousand customers who are served
by over 35 authorized Business Partners around the world. Customers include
ABN Amro, ABX Logistics, ADT, Aviva, Banque de Luxembourg, Bacardí, BankBoston,
Banque Rotschild, BBVA, becom Informatiesystemen, Boehringer Ingelheim, Bridgestone
Firestone, BSCH, CelTel, Certegy, Coca-Cola, Carrefour, Dole Fresh Fruit, EDS,
FootLocker, Fortis Bank Commercial Finance, Fritz Meyer, Genesis MetLife, ING,
L'Oréal, Manpower, Nationale Nederlanden, Nike, Norge Gruppen, Pierre
Fabre, Prada, Repsol YPF, Shell, Stratapult, Telmex, Universal Music, and Zurich
Insurance. More information is available at http://www.tango04.com
Tango/04 VISUAL Message Center
VISUAL Message Center, Tango/04's suite of products for the
management of IT infrastructure, provides a convenient technological foundation
for the development of Business Service Management (BSM) strategies. Its advanced
monitoring, automation, alert, visualization, reporting and auditing functions
consolidate and simplify the management of multiple systems, applications, networks,
devices and all the components of an organization's IT infrastructure. More
information is available at http://www.tango04.com/products/vmc
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or at e-mail address marketing@tango04.net.
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