Success Story: Mobility Improves SLA, Boosts Productivity And Cuts Costs

Broadly distributed operations and a global workforce create a variety of challenges for Lennox International, one of the world's largest makers of heating-and-cooling systems.

Lennox Internationa, a global Fortune 1000 manufacturer of heating-and-cooling equipment, has 15,000 employees at two dozen plants in 11 countries around the world. Revenue for 2007 was $3.7B.

Computer system malfunctions impacting factory equipment can impede production and service levels. A decentralized support structure and a desktop-based service management application made it difficult for Lennox International service technicians to respond quickly to each IT request.