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Aviva Life Insurance Company (Aviva) is the U.S. subsidiary of Aviva plc, the world's oldest continuously operating insurance group and a leader in the arena of global financial services. As a growing business, Aviva required a trouble ticket system which would allow them to log, track and respond to technical issues reported by its employees. They also needed to report on real-time metrics that are critical for the success of their operational IT support. By configuring HEAT using ITIL best practices, Aviva Life Insurance Company was able to create their own customized Crystal Reports to extract information that provided them with Key Performance ndicators (KPIs) on their delivery of operational IT services.

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