The Costa Rican Electricity Institute implemented Aranda Software's solutions, resulting in a clear reduction in unnecessary costs associated with the delivery of IT services.
The Costa Rican Electricity Institute is one of the companies in the ICE Group, a corporation owned by Costa Ricans, which provides electricity and telecommunications solutions, contributing to the country's economic, social, and environmental development.
It is a public entity organized as an autonomous institution that plays a key role in the development and operation of Costa Rica’s National Electric System (SEN) through its activities in generation, transmission, distribution, engineering, and construction. Additionally, under its Kölbi brand, it is the country’s leading telecommunications operator.
The integration of various IT teams led to the formation in 2007 of a unified IT staff drawn from different departments within the institution, with the goal of providing IT support to ICE’s commercial sector. However, the different methodologies used in managing IT operations highlighted the need for a unified framework to address, primarily, the way users submitted internal requests, which were mainly handled via email.
Over the course of a year and a half, planning efforts were carried out within the department’s administration, with assistance fromPink Elephant,a consulting firmcertified to provide ITIL model certificationfor companies. the implementation of these best practices began with the aim of addressing each of the processes recommended by ITIL, starting with the establishment of a service desk, which was to be based on the acquisition of a system designed to help resolve the identified issues.
“Since we implemented Aranda Software’s solutions, we’ve noticed benefits such as ease of use, versatility, and configuration control, as we were able to roll out a project from scratch in just a few days. Use of the system has increased substantially over the past six years, as IT has come to play an extremely important role as a link between the institution’s sales and technical departments, as well as in control and monitoring, which is largely carried out through the Service Desk.”
We chose Aranda Software for its ease of use, versatility, and configuration control, as well as its ability to let us implement a project from scratch in a very short time. Another key factor was the user-friendly interface, which has been improved over time. Additionally, we have worked closely with the local representative and the manufacturer to resolve some issues that were identified, which has allowed us to actively work on improving the system.
With the implementation of Aranda Service Desk, we resolved issues that needed to be addressed to provide better service; these issues are now under control and, most importantly, have been streamlined, positively impacting the customer, who now has a single point of contact where trained staff receive inquiries and escalate them to the various specialist teams in the department with just a few clicks in the system. Customers, for their part, have been trained to complete their procedures online, following the standardized instructions provided through the system, as well as the processes and policies established for this purpose.
For its part, the department’sDesign, Control, and QualityOffice, thanks to Aranda Dashboard and Inventory Plus, regularly provides reports on service usage and management. These reports are essential for measuring the targets set in the department’s management indicators, where IT processes have an impact on our internal clients, who in turn affect external clients through the sales departments.
Use of the system has increased substantially over the past six years, as IT has come to play a crucial role as a link between the institution’s sales and technical departments, as well as in monitoring and tracking. All of these solutions are integrated into a single repository, the Aranda Configuration Management Database (CMDB).
As a public institution, we must adhere to certain guidelines set by management, particularly those of the Corporate Information Technology Division, which serves as our internal regulatory body for IT infrastructure procurement. Aranda Software enabled us to meet the established functionality requirements (recording and control) as well as budgetary constraints; furthermore, it has provided us with features beyond what we originally requested.
Thanks to the implementation of Aranda Software’s solutions, issues such as duplication of effort and uneven distribution of workloads have been reduced. Above all, it has become possible to scale the volume of incoming work—something that was not previously possible—resulting in a clear reduction in unnecessary costs associated with the delivery of IT services.