Javeriana University has a branch campus in Cali and its main campus in Bogotá, which previously managed support requests using a tool developed in-house and another obtained for free online; however, processes such as case tracking and resolution times, among others, had to be handled manually.
“Javeriana University was looking for a solution that was flexible, scalable, highly usable, user-friendly, and easy to manage”: Hilda Cristina Chaparro López, Head of the User Services Office at the Information Technology Department, Javeriana University.
“For an organization that aims to manage its IT operations in accordance with ITIL best practices, Aranda Software clearly maps out these processes, making it easier to apply and implement them within the tool.”
Hilda Cristina Chaparro López
Head of the User Services Office, Information Technology Division.
In mid-2009, Javeriana University—with support from consultants at Aranda Software and Telefónica, who led the process—defined the phases and timeline for implementation, beginning with the Aranda Service Desk project for traditional IT support services; subsequently, Information Systems, the Computer Center (email and databases), Telecommunications, and Networks services were included.
In addition, the launch of the Academic and Administrative Management Information System was managed, using Aranda to record and track incidents. “The consulting and commercial support provided by Telefónica, Aranda’s business partner, to Javeriana University was ongoing. They tracked and managed all requests and incidents that arose during this process,” stated Hilda Cristina Chaparro, Head of the User Services Office; Juan Felipe Barajas, Service Desk Coordinator; and Claudia Bohórquez, Lead Agent and Administrator at Aranda Software.
The Pontificia Universidad Javeriana now has a single information repository organized into service catalogs and an incident category tree. The university can now view cases by client, specialist, specialist group, case type, status, and dates, among other criteria, enabling incident management and service requests to be handled with the responsiveness required by users; it can also track the specialists involved in resolving incidents.
The project established service level agreements for each type of service, based on the response capabilities of the specialist teams within the Javeriana University Information Technology Department; as a result, they can now adjust service level agreements according to the urgency, importance, and criticality of incidents.
The Pontificia Universidad Javeriana now benefits from optimized IT management, as the Aranda Service Desk solution unifies and centralizes requests from the academic and administrative departments into a single information repository, thereby enabling the rapid identification of potential IT issues and the provision of timely solutions. This now enables data-driven decision-making, such as expanding the number of agents or on-site support staff, enhancing training, creating quick-start guides for users, and making adjustments to the University’s application development, among other initiatives.