Customer Success: Lenovo Manages ITIL®-Compliant Service Delivery with BMC Software’s Remedy ITSM Suite
Posted: March 12, 2012 at 6:12 pm
BEIJING--(BUSINESS WIRE)--
Lenovo, the worlds second largest personal computer vendor, is using BMC Softwares (NASDAQ: BMC) Remedy IT Service Management Suite (ITSM) to manage IT Infrastructure Library (ITIL)-compliant service delivery. Lenovo has developed a new unified managed services offering for its customers that is powered by the BMC Remedy IT Service Management Suite. BMC is delivering improved system stability, significantly better service performance and enhanced customer satisfaction.
The market for managed IT services is exploding in China as organizations seek more efficient and effective ways to deliver information services to clients and end users. A growing challenge for IT service providers, like Lenovo, is the need to maintain control and visibility over an increasingly diverse range of infrastructure and management processes.
Lenovo launched its IT managed services, including device debugging, software maintenance and post-guarantee equipment servicing, in August 2010, offering multi-vendor infrastructure management for PCs, network equipment and printers. In order to optimize its own efficiency, Lenovo implemented the BMC Remedy IT Service Management Suite to provide a framework for enjoying greater process control and systems stability while enhancing customer satisfaction.
Since the data from different resources could not be integrated, we faced the challenge of controlling service processes, response times and service quality, said Mr. Lv Zaifeng, general manager of service operation and support, emerging markets business group, Lenovo. BMC Remedy incorporates ITIL best practices, offering incident management, problem management, change and configuration management and improves service levels from every corner.
Although Lenovos managed services team is highly trained and effective, the company needed to streamline their schedules and monitor their performance with staff spread over more than 1,000 locations. Additionally, Lenovo had no way to manage the handovers needed when Line 2 service personnel passed a job over to Line 3 personnel, either because of scheduling or skills issues.
The company suffered from a relatively low front-line incident resolution rate and keenly understood that it needed to implement a solution that would deliver increased service quality without sacrificing efficiency or flexibility. Following a review of all available solutions, Lenovo decided on the BMC Remedy IT Service Management Suite as the best solution for its needs.
The BMC Remedy solution offers customers the ability to easily configure the solution without the need to build or maintain code. Underpinning this flexibility is the BMC Remedy Action Request System (ARS), a powerful and scalable workflow engine.
By providing more transparency into the process and immediate access to supporting data, it is possible to significantly improve help desk or service desk performance and boost the first-call resolution metrics. Lenovos first call resolution rate has increased drastically following the introduction of the Remedy suite.
We will continue to work with BMC as a strategic partner, and the next step includes data center integration, automation and monitoring, said Mr. Lv. We plan to expand Lenovo IT outsourcing services business into a new realm.
Damien Hirst gallery will open in 2014
Posted: at 6:11 pm
Damien Hirst says his public gallery in south London, which will display his personal art collection, is to open in 2014.
Hirst said the development, in Newport Street, Vauxhall, would contain six galleries and a cafe, adding: "It's my Saatchi gallery, basically . . . a place to show my collection of contemporary art. It feels bad having it all in crates. It's basically Francis Bacon and beyond."
The gallery will house around 2,000 pieces including works by Hirst, Banksy and US artist Jeff Koons.
The gallery - designed by architects Caruso St John - will take up the whole of Newport Street and incorporates the conversion of a terrace of three listed buildings flanked by two new buildings.
Hirst's gallery follows in the footsteps of London's Saatchi Gallery, opened in 1985 by art collector Charles Saatchi to display his own collection to the public.
Tate Modern's Hirst retrospective will run from 4 April to 9 September and one of Hirst's most famous pieces -the 50m diamond-encrusted skull entitled For the Love of God, will be on display in the gallery's Turbine Hall from 4 April to 24 June.
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Damien Hirst gallery will open in 2014
Continua Health Alliance Announces Certification of First Mobile Solution Suitable for Apple Mobile Devices and Wide …
Posted: at 6:11 pm
BEAVERTON, Ore., March 12, 2012 /PRNewswire/ --Continua Health Alliance, the international industry organization dedicated to advancing personal connected health by promoting end-to-end, plug-and-play connectivity of personal health devices and establishing industry standards for interoperability, today announced two new certifications for mobile health technologies. Vignet, Inc., a Continua member company, was certified by Continua for its iPhone Mobile Manager, the first solution for Apple mobile devices that meets Continua standards for interoperability. It is also the first solution to incorporate Continua's WAN (wide area network) guidelines for mobile applications. Vignet demonstrated its Continua-certified solutions last week at Continua's Spring Summit in Austin, TX.
The Vignet iPhone Mobile Manager is a Continua certified software manager that can be easily customized and adapted by various mobile applications and service providers. Implemented using Continua WAN guidelines, the Vignet Mobile Manager enables developers to build custom applications, and connects with other certified personal health devices such as weight scales, blood pressure cuffs or pedometers. It also facilitates integration with various interoperable servers to securely deliver personal connected health data and information.
"We are delighted to recognize Vignet as the first company to have a Continua certified product for Apple iOS mobile devices based on our WAN guidelines. It is another important step in creating an ecosystem of compatible devices and technology to help individuals and their healthcare providers better manage their health and wellness, any time, anywhere," said Chuck Parker, executive director, Continua Health Alliance.
Continua Health Alliance offers a testing and certification program with a recognizable logo that signifies interoperability according to industry standards. Continua certification enables more efficient, standardized development and new market opportunities for interoperable products such as smartphones, dedicated wireless hubs, the Internet and personal health devices that can be used to collect and relay vital health information and education.
"With Continua certification, device manufacturers and solutions providers know that our Mobile Manager is going to link up," added Praduman Jain (PJ), CEO, Vignet. "Now Continua connected health solutions can be rapidly adapted to work on a variety of servers and devices, saving developers significant development time. We are pleased to support the use of mobile phones in providing readily available and convenient personal connected health solutions to improve patient self-management and wellness."
For healthcare delivery, a WAN is a telecommunication network used to transmit collected data securely to medical records storage locations, and between different LANs (local area network) and other types of networks, so that computers or devices in one location can communicate with services or storage in other locations, such as Electronic Health Records (EHRs) or Personal Health Records (PHRs).
About Vignet, Inc.Vignet is a pioneer in the person-centric mobile healthcare (mHealth) solutions that connect multiple devices belonging to any person with multiple healthcare data sources, networks and caregivers. Vignet's mHealth applications enable a system that is Predictive, Preventive, Personalized, and Participatory. As a contributing member of Continua Health Alliance, Vignet has been a leader of mobile health innovation. Headquartered in Washington, DC, Vignet has an established track record of providing valuable solutions to many parts of the healthcare industry. For more information visit: http://www.vignetcorp.com.
About Continua Health AllianceContinua Health Alliance is an international not-for-profit industry organization enabling end-to-end, plug-and-play connectivity of personal health devices and services. These services will empower information-driven health self-management and facilitate the incorporation of health and wellness into the day-to-day lives of consumers. Continua is a pioneer in establishing industry standards and security for connected health technologies such as smartphones, gateways and remote monitoring devices. Its activities include a certification and brand support program, events and collaborations to support technology and clinical innovation, and outreach to employers, payers, governments and care providers. With nearly 250 member companies reaching across the globe, Continua is comprised of technology, medical device and healthcare industry leaders and service providers dedicated to making personal connected health a reality. For more information visit: http://www.continuaalliance.org.
How to Log into eLotus Webinars – Acupuncture Continuing Education Online – Video
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Balance Method Needling Demo 1/5 — Acupuncture Continuing Education Online – Video
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State online school oversight is needed
Posted: at 6:10 pm
The state Legislature appears to be moving forward on bills and proposals to address issues with online schooling outlined in a 2010 state Department of Education report.
Among other things, the report noted that online students had below-average test scores and high dropout rates, and that too often online schools were getting state funding for pupils who returned to their district's brick-and-mortar schools, which then had to absorb the cost.
A proposal from Republican Sen. Keith King would address the issue of paying online schools for pupils who leave those schools after the Oct. 1 "count" day used to determine state funding for schools. Another proposal would pay online schools for completed courses rather than for courses in which students are enrolled.
Other proposals would increase oversight of online schools' finances and staffing and have the education department study accountability measures and whether they are an accurate measurement of online students' performance.
The new proposals come on the heels of action by the state Board of Education in January, which approved establishment of new quality standards for online schools. The board also mandated that the state take a more thorough look at new applications for online schools.
There's nothing inherently wrong with online schooling, and it likely will increase. But online schools that receive state funding, particularly those provided by private, for-profit companies, should be held to the same standards and have the same oversight as the rest of the system.
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State online school oversight is needed