The next BriefingsDirect IT systems performance innovation case study interview highlights how INFOTEC in Mexico City improves its service desk and monitoring operations and enjoys impressive results -- an incident reduction of more than 20 percent -- from those efforts.

INFOTEC needed to react better to systems failures, to significantly reduce the time to repair, and to learn from those failures to prevent future ones. Now, by deploying advanced IT service management (ITSM) tools, the ISP's users have a much higher quality of dependable service.

To learn more about how they obtained such improvements, we're joined by Victor Hugo Piña García, the Service Desk and Monitoring Manager at INFOTEC. The discussion is moderated by Dana Gardner, Principal Analyst at Interarbor Solutions. [Sponsor: HP.]