1. ITIL-ITSM Tagteam Boosts Mexican ISP INFOTEC's
Service Desk and Monitoring Operations Performance
Transcript of a BriefingsDirect podcast on how an IT provider in Mexico uses HP tools to
improve service to customers.
Listen to the podcast. Find it on iTunes. Sponsor: HP
Dana Gardner: Hello, and welcome to the next edition of the HP Discover Podcast Series. I’m
Dana Gardner, Principal Analyst at Interarbor Solutions, your host and
moderator for this ongoing sponsored discussion on IT innovation and how it’s
making an impact on people’s lives.
Once again, we're focusing on how companies are adapting to the new style of
IT to improve IT performance and deliver better user experiences, as well as
better business results.
Our next innovation case study interview highlights how INFOTEC in Mexico
City is improving its service desk and monitoring operations and enjoying some
extremely impressive results from improvement on those efforts.
In order to learn more, we're joined by Victor Hugo Piña García, the Service Desk and
Monitoring Manager at INFOTEC. Welcome.
Your guide to the "new style of IT"
Register now
For the HP Toolkit for service management
Victor Hugo Piña García: Hello. Thank you.
Gardner: Glad to have you with us. First, tell us about INFOTEC, what your organization is and
does.
Piña: INFOTEC is a Government Research Center. We have many activities. The principal ones
are teaching, innovation technology, and IT consulting. The goal is to provide IT services. We
have many IT services like data centers, telecommunications, service desk, monitoring, and
manpower.
Gardner: Very good, and this is for across Mexico, the entire country?
Piña: Yes, yes it covers all the national territory. We have two. The principal is in Mexico City;
San Fernando, and the Aguascalientes City is the other point we offer the services.
Gardner

2. Gardner: Explain your role as the Service Desk and Monitoring Manager. What are you
responsible for?
Three areas
Piña: My responsibility is in three areas. The first is the monitoring, to review all of the
service, the IT components for the clients.
The second is the service desk, management of incidents and problems. Third is the generation of
the deliveries of all the services of INFOTEC. We make deliveries for the IT service managers
and service delivery.
Gardner: So it's important for organizations to know their internal operations, all
the devices, and all the assets and resources in order to create these libraries. One of
the great paybacks is that you can reduce time to resolution and you can monitor
and have much greater support.
Your guide to the "new style of IT"
Register now
For the HP Toolkit for service management
Give us a sense of what was going on before you got involved with ITIL and IT service
management (ITSM), so that we can then better understand what you got as a benefit from it.
What was it like before you were able to improve on your systems and operations?
Piña: We support the services with HP tools, HP products. We have many types of assets for
adaptation and for solution. Then we create a better process. We align the process with the HP
tools and products. Within two years we began to see benefits to service a customer.
We attained a better service level in two ways. First is the technical report, the failures. And
second, the moment the failure is reported, we send specialists to attend to the failure. That
reduces considerably the time to repair. As a consequence, users have a better level of service.
Our values changed in the delivery of the service.
Gardner: Pretty good. I see that you have had cost reductions of up to one third in some areas, a
40 percent reduction in time to compliance, with service desk requests going from seven or eight
minutes previously down to five minutes. It’s a big deal, an incident reduction of more than 20
percent. How is this possible? How were these benefits generated? Is it the technology, people,
process, all the above?
Piña: Yes, we consider four things. The people with their service is the first. The process with
innovative mindset, the technology, is totally enabled to align with the previous two points, and
the fourth, consistent and integral to the work in terms of the above three points.

3. Gardner: It sounds to me as if together these can add up to quite a bit of cost savings, a
significant reduction in the total cost of operations.
Piña: Yes, that’s correct.
Gardner: Is there anything in particular that you're interested in and looking for
next from HP? How could they help you do even more?
New concept and model
Piña: I've discovered many things. First, we need to know better and think about how we take
these to generate a new concept, a new model, and a new process to operate and offer services.
We need to process that and understand it, and we need to support HP Mexico to know how to
deal with these new things.
Gardner: Are there any particular products that you might be going to, now that you've been
able to attain a level of success? What might come next, more ITIL, more configuration
management, automation, business service management? Do you have any thoughts about your
next steps?
Piña: Yes. We use ITIL methodology to make changes. When we present a new idea, we're
looking for the impact -- economic, social, and political -- when the committee has a meeting to
decide.
This is a good idea. This has a good impact. It's possible and proven, and then right there, we
make it the new model of business for delivering our new service. We're thinking about the
cloud, about big data, and about security. I don’t want to promise anything.
Gardner: Very good. I'm afraid we will have to leave it there. We've been learning how
INFOTEC in Mexico City has been improving on their helpdesk and monitoring and had some
impressive reductions in costs and time to compliance with service requests and overall incident
reduction of more than 20 percent.
I'd like to thank our guest. We've been joined by Victor Hugo Piña García, the Service Desk and
Monitoring Manager at INFOTEC. Thank you so much.
Your guide to the "new style of IT"
Register now
For the HP Toolkit for service management
Piña: Thank you very much.
Piña

4. Gardner: And thank you to our audience for joining us for this special new style of IT
discussion.
I'm Dana Gardner; Principal Analyst at Interarbor Solutions, your host for this ongoing series of
HP sponsored discussions. Thanks again for listening, and come back next time.
Listen to the podcast. Find it on iTunes. Sponsor: HP
Transcript of a BriefingsDirect podcast on how an IT provider in Mexico uses HP tools to
improve service to customers. Copyright Interarbor Solutions, LLC, 2005-2014. All rights
reserved.
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