Applications
reason to switch suppliers. In the focus on solving issues rather than
early days, Track-It! was used as a simply reporting on them. Gary
single site inventory tool in the UK and explains: “Around 30 requests go
then an additional licence was through Track-It! each day – from
purchased for the IT site in Portugal. simple jobs that take two minutes to
complex assignments that can take
At this time, Track-It! was only up to two weeks to resolve. Track-It!
providing inventory information and an 8 provides a consistent, user-friendly
audit for the PC’s so that ColepCCL approach making the application very
could understand what it was using easy to learn. We actively encourage
and what it had installed. Owing to delivering exactly what the product is people to use self service so that the
the regulatory nature of its business, set out to do. Gary continues: more straightforward requests can be
especially relating to the “The project involved creating new logged and tracked directly by the
pharmaceutical division, ColepCCL systems and processes in order to users.
needed to have a comprehensive deliver a better service and support to
audit trail and ensure that all records our users. We upgraded Track-It! to Additionally, the new automatic SLA
were carefully documented. enhance the functionality so that we assignments enable SLAs to be
Following the merger, a lot of work could incorporate event policies and automatically assigned to work orders,
was undertaken to reengineer the customise business rules for removing the need for manual
company which included reviewing notification and escalation. The skills- intervention. The customisable
how the organisation operated each of based-routing feature enabled the reports and management dashboards
its support sites to align processes team to effectively route jobs to the enable the support team to measure
and procedures, so that no matter most qualified technician to resolve, help desk performance and
where the user was located, they regardless of where this person is benchmark our IT services to the
would receive the same IT experience. located. In effect Track-It! has organisation. We can personalise
allowed us to create one virtual team grid views, templates and reports,
Gary Raper, Corporate IT Manager for but still provide local support if sorting and colour coding different
ColepCCL, responsible for the needed - so we get the best of both jobs so that we can understand where
infrastructure division takes up the worlds.” we are spending most of our support
story: “We have 8 separate support time and then address these issues
locations dotted around Europe. This ColepCCL upgraded to Track-It! 7 2 on a more pro-active basis.”
was proving to be challenging to run years ago and then deployed Track-It!
and wasn’t really utilising our IT staff 8 in 2007. As part of this upgrade, Cost Optimisation
to their full capacity. Some of our ColepCCL also introduced a ‘self Now ColepCCL can deal with all its
technicians are experts in particular service’ aspect to the organisation, helpdesk queries with only five
areas of IT and because of our own enabling employees to put their own technicians supporting the eight
internal processes and the way we requests through the system. In the support locations. In the past, there
had been running the support past users could only place telephone were often up to three or four support
function, we found that we couldn’t and corridor requests which invariably people on each site, for example, two
easily route calls to the most meant that some were lost in the people per site were always required
knowledgeable technician. We process and ColepCCL’s ability to to cover for holidays. Now IT
therefore decided to centralise our cost-effectively handle and resolve resources are being effectively utilised
helpdesk.” these issues was reduced. The new across the company, no matter where
and improved user interface in Track- individuals are based. As a result,
An Obvious Choice It! 8 with its Microsoft Outlook ‘look ColepCCL has saved on the potential
Once the decision had been taken to and feel’ made it much easier for cost of employing at least four
reengineer the support structure, users to operate themselves. Self support professionals. Additionally,
ColepCCL undertook a review of all service provides full traceability, the support team has been trained in
the helpdesk solutions available in the comprehensive incident status reports set disciplines, which has enabled
market. It became clear almost on outstanding requests and technicians to specialise in certain
immediately that Track-It! was a very effectively means that all the areas. This not only ensures that the
attractive option in terms of price, information is at the users’ fingertips, team is more effective, but it has also
functionality, ease of use and which enabled the support team to helped to develop individual skill sets.
September 2008 www.datacentresols.com | DATA CENTRE SOLUTIONS | 49
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