Background: Milano Serravalle—Milano Tangenziali S.p.A (Milano Serravalle) manages an extensive road network, and needs to be ready to respond and intervene in case of issues on a 24/7 basis. With existing IT systems limiting its ability to react effectively to assistance requests, Milano Serravalle chose to create a new helpdesk service. With Novell® Service Desk, the company now offers faster, more targeted technical assistance, and better compliance with strict internal service level agreements.
