Remedy System

Needs 

Autostrade per l’Italia S.p.A. is one of the leading concessionaires for the construction and management of toll-motorways and related mobility services. The Remedy System aims at automating the processes of Service Support to users of IT production systems in consistency with the ITIL framework (IT Infrastructure Library). The GRS application, based on the concept of trouble ticketing, is implemented through the BMC Action Request System Remedy technology and manages all the requests (incidents), from their detection and recording through to their solving and subsequent closing. Its aim is to restore the service as soon as possible with minimum impact on business. The application offers advanced functions to identify the main causes of the incidents (root case), to manage known solutions and to map the workflow processes for each type of problem.

Solution 

Venicecom has provided support to customers in the following areas: Evolutionary maintenance: implementation of new reports for measuring metrics aimed at monitoring the performances of the support processes to users (tickets being processed, transited and outside the SLA for the specific areas of competence). System integration: authentication and alignment of profiles defined on the Open LDAP system and integration with the Service Support system in relation to the machinery area of the Autostrade Group. Problem-solving: elimination of functional and system anomalies on different application components. Tuning activities aimed at improving the performance of the system.

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