The City of Corpus Christi Selects Touchpaper® IT Business Management (ITBM™) Solution

NEW YORK--(BUSINESS WIRE)--The City of Corpus Christi, TX, Internal Services has selected Touchpaper’s® IT Business Management (ITBM™) solution to implement a fully integrated approach to service management, including integration with the City’s Novell installations of Netware, GroupWise and ZENWorks, and CiscoWorks Network Management. Initially supporting five telephone technicians, nine field technicians, 30 analysts and 1,600 end-users, Touchpaper’s ITIL-verified ServiceDesk solution will enable the City’s MIS department to support computer end-users with service desk incident and problem management, as well as network operations, servers, and software applications.

The City of Corpus Christi chose Touchpaper primarily for its ITIL expertise, and its tight integration with Novell desktop management tools and CiscoWorks Network Management. The integrated Touchpaper ServiceDesk - CiscoWorks solution will have automated call initiation and closure. For instance, monitoring the network, CiscoWorks will detect if the temperature on a piece of equipment rises above a certain level, automatically generating an incident, and automatically sending an email or text message to the appropriate technician. When the piece of equipment is within spec, the repairman doesn’t have to close the call. CiscoWorks initiates that by communicating to Touchpaper’s ServiceDesk, which closes the work order. Touchpaper’s ServicePortal also lets end users and the analyst community log in over the web to check problem status, and close tickets, preventing wasted time with telephone tag.

The City also uses a Balanced Scorecard with Key Performance Indicators (KPIs) that are standardized by the ICMA (International City/County Management Association). KPIs are customizable and can be tracked in the Touchpaper application, reporting out performance to management and the user base with Crystal Reports.

“We carried out an extensive vendor selection process, referencing the Help Desk Institute (HDI), Novell, Software House International, and the ICMA for best practice vendors,” said John Spiess, business unit manager, Customer Services Division, City of Corpus Christi. According to Spiess: “The feature-rich, yet easy-to-use functionality of Touchpaper’s ITBM suite, and its tight integration with our other platforms (Novell and CiscoWorks) will help us deliver best-in-class services to our IT user community. We had direction from management to become an ITIL shop, which will help us support the city’s goal of excellent customer service. It was pretty clear that Touchpaper had incorporated ITIL into their products a long time ago, originating in the UK. Touchpaper has been very proactive and hands-on, working closely with us in the early implementation phase. I was also very impressed with what their current customers said about them at a recent User Conference in San Francisco.”

“We are very happy to be working with an organization such as the City of Corpus Christi, who places such high regard on customer service and the use of ITIL best practice tools to accomplish that objective,” said Paul Sutton, regional sales manager, Touchpaper.

About Touchpaper ITBM Suite

Touchpaper’s ITBM portfolio, which has been verified as meeting the mandatory functional requirements for ITIL compatibility, provides an end-to-end solution covering all aspects of IT Business Management (IT service management, customer service solutions and network and systems management) in a modular form.

Touchpaper’s ITBM suite can help deliver projects that drive business growth and value; meet customer needs and pre-defined levels of service; achieve governance and regulatory compliance; link business and IT strategies, plans and relationships; demonstrate the business value of IT; apply metrics to IT; budget and manage IT spending; foster change in business processes and manage risk.

About the City of Corpus Christi, TX

The City of Corpus Christi provides a variety of facilities and services to the community, including police, fire and emergency medical services, health, parks and recreation, water, wastewater, gas, garbage collection and recycling, street maintenance, traffic signs and signal maintenance. The City's budget is made up of six major funds, including the Internal Service Fund, which provides goods and services for other departments on a cost-reimbursement basis, including health insurance, maintenance services and information systems. The City of Corpus Christi constantly strives to continuously improve the programs and services it provides for local residents and visitors, with a special importance placed on responsive customer service. For more information about the City of Corpus Christi, go to: www.cctexas.com/

About Touchpaper

With over 20 years of experience, Touchpaper is one of the most established and respected international providers of IT Business Management (ITBM) solutions, encompassing IT Service Management, Customer Service Solutions and Network and Systems Management. Touchpaper now has over 1,800 customers around the world. Its headquarters are located in the UK, with offices in the Americas, Europe and Asia Pacific. For further information, please visit www.touchpaper.com or email intouch@touchpaper.com

* Touchpaper is a registered trademark of Touchpaper Software plc. All other trademarks, registered trademarks or service names are the property of their respective owners.