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Joy Global Gains Advantage of Leading ITIL-Enabling Toolset through Services from TechTeam
SOUTHFIELD, Mich., April 7 /PRNewswire-FirstCall/ -- TechTeam Global, Inc., (Nasdaq: TEAM), a worldwide provider of information technology (IT) outsourcing and business process outsourcing services, announced today that it is implementing an advanced Information Technology Infrastructure Library (ITIL)-based toolset for Joy Global Inc. as a part of the two companies' long-standing outsourced IT services relationship.
TechTeam began its relationship with Joy Global, the worldwide leader in high-productivity mining solutions, in 2004, providing service desk support for approximately 4,000 end users. Today, TechTeam provides IT service desk support to approximately 6,000 Joy Global users across North America, South America, Australia and the Europe/Middle East/Africa (EMEA) region. TechTeam also provides Joy Global's North American locations with desktop management, including procurement, deployment, desk-side support and asset tracking.
To further enhance service delivery and help Joy Global progress its ITIL adoption across the company, TechTeam is performing a global implementation of CA's Service Desk Manager, which supports key ITIL processes including incident, request, problem, change, and configuration management. The advanced features within this toolset deliver substantial value; for example:
- Tight integration between incident and knowledge management helps reduce mean time to resolution and enables ongoing improvement of the knowledge base. - User self-help capabilities reduce the number of incidents that require direct engagement by a service desk support agent. - Integrated problem management capability facilitates root cause identification. - Strong workflow management functionality streamlines approvals and adds consistency to how requests and changes are implemented. - Automatic generation of the Forward Schedule of Change (FSC) greatly improves visibility to changes in the infrastructure and helps identify potential change order conflicts.
"Our Global Technology Services organization is focused on better supporting and enabling our global business operations, and doing so with increasing efficiency," said Alan Eisberg, chief information officer of Joy Global. "TechTeam has proven itself to be a strong partner in helping us to meet this challenge. TechTeam is flexible and responsive, has global capability, and brings significant expertise in IT service management."
"We are proud to be a partner to Joy Global, supporting their strategic objectives as they continue to grow and their needs evolve," said Gary J. Cotshott, president and chief executive officer of TechTeam Global. "Our implementation of CA Service Desk Manager is an important step in employing ITIL best practices, helping to deliver more effective and higher quality IT support and ITIL consulting services that are aligned with Joy Global's business goals."
About TechTeam Global, Inc.
TechTeam Global, Inc. is a leading provider of IT outsourcing and business process outsourcing services to large and medium businesses, as well as government organizations. The company's primary services include service desk, technical support, desk-side support, security administration, infrastructure management and related professional services. TechTeam also provides a number of specialized, value-added services in specific vertical markets. Founded in 1979, TechTeam has nearly 3,000 employees across the world, providing IT support in 32 languages. TechTeam's common stock is traded on the NASDAQ Global Market under the symbol "TEAM." For more information, call 800-522-4451 or visit www.techteam.com.
About Joy Global
Joy Global Inc. is a worldwide leader in high-productivity mining solutions. Through its market-leading businesses – P&H Mining Equipment and Joy Mining Machinery – the Company manufactures and markets original equipment and aftermarket parts and services for both the underground and above-ground mining industries and certain industrial applications. Joy Global's products and related services are used extensively for the mining of coal, copper, iron ore, oil sands, gold and other mineral resources.
Safe Harbor Statement
This press release may contain forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. These statements reflect management's current views with respect to future events and financial performance. Actual results may differ materially from those expected because of various risks and uncertainties, including, delays in the implementation of the business; changes in the customer's business or requirements thereof; difficulties in obtaining the customer's knowledge, procedures, or authorizations; and difficulties in providing the service solutions for the customer. Other risks and uncertainties are discussed in the company's filings with the Securities and Exchange Commission including its most recent Annual Report on Form 10-K.
Contacts
Chris Donohue
VP, Global Strategy & Marketing
(248) 357-2866
cdonohue@techteam.com
Jessica Klenk
(301) 588-2900 Ext. 121
jklenk@boscobel.com
Michael Rudd
(301) 588-2900 Ext. 115
mrudd@boscobel.com
SOURCE: TechTeam Global, Inc.
www.techteam.com
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