Would you like to know how a public-law health organisation has increased the usability of IT services by
users and at the same time reduced management costs?
Are you ready to discover how the IZS Service&Help Desk has simplified the handling of IT support requests?
We will show you how the IT manager identified the critical issue and how with optimised support and the integration of all user and managed asset data in one place, he increased the level of people satisfaction through fast problem resolution.
The IZS dell'Abruzzo e del Molise "Giuseppe Caporale" is a public health body whose activities fall within the fields of animal health and welfare, human health, food safety and environmental protection.
For several decades, it has implemented and maintained the database of animal registries and electronic prescriptions in the veterinary field. In recent years, he has also been heavily involved in the analysis of swabs and serological tests in Abruzzo and other regions.
HEADQUARTERS
Campo Boario - TERAMO
5 DIAGNOSTIC SECTIONS
TERRITORIAL
in Avezzano, Pescara,
Lanciano, Campobasso and Isernia
SCALING UP MANAGEMENT
OF REQUESTS FOR ASSISTANCE
Since the Zooprophylactic Institute isa fundamental point of reference for the territory with regard to diagnostic services in the field of animal health, control and epidemiological surveillance, the relevance of the public body is also linked to the ability to provide timely support to users consulting the animal registry database and to the IZS staff involved in the provision of services.
The IZS IT team relied on an outdated ticketing system for managing internal and external support requests: its inability to scale the time of dedicated staff made it expensive and unsuitable for the purpose (providing timely support). The need to optimise Service&Help Desk staff time and improve user satisfaction therefore prompted the institute to look for solutions that could, on the one hand, facilitate access to services and user autonomy and, on the other, speed up staff intervention thanks to advanced reporting functions on the status of requests and related assets.
«The tool used by our team was becoming obsolete and very expensive to manage, which is why we felt the need to implement a new ticketing system in a structured and well-defined way that could better manage both internal and external service requests, i.e. the service provided by the Help Desk with regard to animal records. The «desiderata» of the new system included web-based usability and a strong orientation towards IT with an Out-Of-The-Box process set-up: user autonomy and IT automation were the pillars underpinning our desire for renewal».
INTEGRATE IN ONE TOOL
THE MANAGEMENT OF IT ASSETS AND SERVICES.
Given the need to always be at the forefront for users, the solution had to fulfil a dual purpose: on the one hand, it had to increase user-side accessibility, and on the other hand, it had to guarantee (and possibly automate) a rapid response to the problem.
WEGG was at IZS' side right from the start in the Software Selection process: its experience in IT Service Management made it the ideal partner with whom to start this renewal process. With WEGG's support, the IT team at IZS realised that in order to respond optimally to the needs of the Service Desk, they needed to rely on a tool that could put more data together, both up-to-date and historical, on the users and assets involved, to increase the ability to scale.
This was made possible by centralising the management of IT assets and services in Easyvista technology, from which a web-based service catalogue could be built from which support services could be easily and intuitively requested.
Easyvista technology was chosen for its native customisation capability and ease of integrating multiple data sources.
Thanks to WEGG's experience, it was possible to define a long-term project to implement, customise and adapt the tool with the aim of integrated management of IT services and assets.
«Extending the use of the ticketing system to the general management of IT assets has allowed us to make the process much quicker and problem management more efficient. IZS has come to have a single tool to monitor and manage both user- and asset-side information (including the data history), in a completely synchronised manner».
COMPLEX REQUESTS
TRANSFORMED INTO SIMPLE ACTIONS.
The first step was to configure the ticket management with the specific modules for IT Operations (Change Request/Incident/Event) and the implementation of the Self-Service Portal: thanks to an engaging user experience, a defined service catalogue and out-of-the-box wizards, the management of service requests was simplified with a higher level of autonomy for users.
The second step was then to add the Asset Management component: with the integration of hardware and software inventory data, asset book information directly from the purchasing management application and finally user data from the personnel office tool, the most comprehensive information base possible was achieved to allow the fastest possible troubleshooting.
The main objective of the project was related to ticketing management, but the product's integrations and customisations made it possible to extend its use to general IT asset management. «The current use,»says Guido Santoro, System Administrator at IZS, «fully satisfies our needs».
Thanks to WEGG's highly customised work, the system is always up-to-date and synchronised with internal changes. «The presence of a company like WEGG,» Santoro concludes, «ready and competent to manage development projects and any problems has been very important in giving us motivation and peace of mind.»
RESULTS & BENEFITS.
OPTIMISED TICKET MANAGEMENT
Both user-side and
Service&Help Desk
INTEGRATING TOOLS
An informative overview
comprehensive
CUSTOMISATION
A product that responds
to the needs
«This project is useful for those companies that need a system capable of providing timely support to users: simple and intuitive user-side operation, integration with internal systems and the possibility of setting up IT-oriented Out-Of-The-Box processes are key requirements for scaling up. We started with the need for an up-to-date system for handling service requests, and now we have come to have a comprehensive information base capable of generating the appropriate problem resolution quickly».
Would you like to optimise the management of IT assets and services?
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