figleaves.com covers the issue with Infra software  (email this article)

figleaves.com, the world’s largest online retailer of branded intimate apparel, has selected Infra software (Company Profile, Past Stories, Case Studies), infraEnterprise, to manage its global Service Desk. The company’s UK Technical Operations department reviewed proposals from six IT Service Management vendors, and chose 100 per cent web-based infraEnterprise for its out-of-the-box functionality and easy integration with third party technologies, including Active Directory.

Paul Kennedy, Technical Operations Manager at figleaves.com, comments:
“Having reviewed the market, we selected Infra software because it represented the best value for money in terms of its out-of-the-box functionality and scalability to future needs. We can now assess the priority and impact of each incident, ensuring that we target our resources appropriately. Publishing Service Level Agreements has also helped us to align our services with business needs.”

Using infraEnterprise, the company is able to prioritise and track issues from the desktop to the company’s mission-critical web servers. Reporting within Infra Version 8, including timesheets and incident summaries, allows managers to assess the time spent on individual issues and identify which systems are more expensive to maintain.

With operations in the UK and the USA, figleaves.com can log internal incidents and apply Service Level Agreements (SLAs) in the local time zone, while applying global SLAs to the customer-facing websites. Performance against SLAs is measured and reported, enabling the business to monitor whether targets are being achieved.

Nine out of ten Incidents, including those from outsourcing partners such as call centres, are now logged through the Infra Customer Portal and overall satisfaction with IT service delivery has increased significantly - from a rating of 6.5 to 8.0 out of 10 - since the new Service Desk was introduced three months ago.

About figleaves.com
figleaves.com is the world’s largest online retailer of branded intimate apparel, including underwear, swimwear, exercisewear, nightwear and hosiery. Founded in the UK in 1998, the organisation expanded into the US in 2004. From big name favourites like Wonderbra through to top of the range designer lines such as Maliza by La Perla, customers have more than 200 brands to select from. For more information see www.figleaves.com

About Infra Corporation
Infra is the international developer of infraEnterprise, a 100% Web solution that automates IT Service Management processes (including Incident, Problem, Change, Configuration, Release, Availability and Service Level Management). infraEnterprise supports industry best practice methodology such as ITIL and KCS and delivers the best upfront and ongoing value for comparative depth of functionality.

Established in 1991, Infra has regional head offices in the UK, North America and Australia and a worldwide network of partners and distributors. www.infra.co.uk