With more than 50 years of experience, AIEP is a technical and vocational higher education institution whose mission is to train professionals and technicians capable of entering the workforce, linking the institution’s activities to the professional development of individuals across various fields of study and geographic regions. With more than 75 programs and 24 campuses from Calama to Castro, AIEP forms a community of more than 97,000 students, 4,000 faculty members, 100,000 alumni, and 1,600 staff members.
The National Accreditation Commission granted AIEP institutional accreditation in the areas of Institutional Management and Undergraduate Teaching for a period of five years, through October 2022. The institution initiated a voluntary program to accredit its degree programs, and today 87% of its students are enrolled in accredited programs. It was the first institution of higher education in Chile to receive ISO 9001:2008 certification.
We needed to provide better service to our users, but because we lacked oversight of the work performed by our technicians, our response times were very long. Case histories were tracked in an Excel file, which made it nearly impossible to trace cases, and we were not following established procedures. Our organization’s growth was not keeping pace with user satisfaction, and we needed to provide an effective, high-quality service response.
We also lacked a solution that would provide us with up-to-date, detailed information about our IT infrastructure and how resources were being used—information that would help us make informed decisions based on data available at any time. We needed a solution that could be implemented quickly and easily without requiring a significant investment in infrastructure.
“By having a catalog of services and obtaining statistics on the services most in demand, we have addressed problem management by implementing comprehensive solutions and are engaged in a constant process of continuous improvement.”
Glenn Aleitte
Director of Operations – AIEP Professional Institute
There are many reasons why we chose Aranda Software’s solutions; among the most important factors for us are the initial and implementation costs, the training they provide to our staff, the support materials, the licenses, and the technical support.
Troubleshooting: Since we have a service catalog of services and obtaining statistics on the services most in demand, we have addressed problem management by implementing comprehensive solutions, and we are in a constant process of continuous improvement.
Functionality updates: the new look and feel of the interface helped us a lot in enabling end users to create cases much more intuitively and to track them just as easily.
Organizational changes: The institution’s adaptation was gradual, but the ease of use of the solutions led to the point where using the help desk is now mandatory.
The experience has been very positive and beneficial for decision-making in areas such as human resources and internal processes; we now see continuous improvement and have a robust knowledge base.
Thanks to Aranda Service Desk we can manage various processes within the institution through a single console and provide support for different types of cases, such as: requests, service requests, incidents, problems, and changes.
With Aranda CMDB reliably Aranda CMDB information on every configuration item (CI) acquired by the institution. We keep track of its inventory status and version, as well as the different departments to which it belongs, associated contracts, maintenance schedules, and history, among other details. With Aranda Inventory , we know the actual, up-to-date status of the institution’s IT resources and can determine with certainty how they are is being
“With Aranda Software, we didn’t have to make any major investments in infrastructure to implement the solution. We’ve also found that it integrates easily with other software interfaces and adapts quite well to our business needs. For example, it integrated seamlessly with Active Directory and other tools on our platform.”
Building a database of information has also been a major change; now we can track the handling of problems, incidents, and requests.
At first, few people used the solution; however, as people have realized its benefits, the number of users has increased to around 10,000 users. Now users are seeing the benefits and are willing to use the solutions we offer them.