The Federico Santa María Technical University was founded in accordance with the last will and testament of the philanthropist, visionary, and entrepreneur Federico Santa María Carrera, who bequeathed his fortune to provide the country with an institution that offers a well-rounded, scientific, and professional education centered on universal principles and values, and that leads the way in the teaching of engineering, science, and technology.
The institution, whose facilities in Valparaíso were inaugurated in 1931, seeks to develop highly skilled professionals and serve as a national and international leader in science and technology. By bringing together a university community of excellence, it aims to promote the dissemination of knowledge and the creation of value across all its fields of study, and to be recognized as a leading university in engineering, science, and technology.
A tool was needed to improve the management of the IT services provided by the Campus Information Technology Department to the university community.
Specifically, the goal was to find a tool that would improve the management and tracking of user requests and support the internal processes of the Information Technology Department, such as change management for systems and services, and inventory management for infrastructure and equipment, among other tasks.
In addition, a support tool was needed to implement a new unit called the Service Desk, which is designed to serve as a single point of contact for receiving and providing initial support for user requests, with the aim of relieving other units within the Information Technology Department of these tasks and ensuring the system’s efficiency.
“With the implementation of Aranda Software, we now have the data we need to identify areas for improvement in the services that are experiencing the most issues. The tool was configured to align with our internal operations and the structure of the Information Technology Department.”
Johan Derks
Chief Information Officer.
We evaluated various tools available on the market, but there were factors that tipped the scales in favor of Aranda Software in our decision, such as having more processes certified by PinkVerify and the brand’s presence in the country.
In terms of features, we also find advantages that would help us achieve our goals, such as:
• Have access to a multi-project tool (to manage other types of requirements if necessary).
• Have a license management module.
• Have a user data backup solution.
• Have the ability to integrate features into a single platform.
• Adapt processes to our organization and operations.
Before implementing Aranda Software, we used a generic workflow tool for managing requests and changes. This tool had very limited functionality for tracking the status of requests and did not allow us to forward requests to other departments. Below are the solutions we are using at our institution and their competitive advantages:
Aranda Service Desk:It allows us to track and monitor requests (incidents, service requests, and problems) and provides a tool to systematize change management.
Aranda Inventory:We have an up-to-date database with information on ICT assets.
Aranda CMDB:Provides an overview of the components within the ICT infrastructure.
The impact has been significant; we now have a single tool that allows us to manage various types of IT requests. Across all University campuses, we can monitor the status of these requests and access information that is extremely useful for evaluating ways to improve our service to users.
In the six months since we launched, we have already handled 6,500 requests and determined that 62% of them were service requests, allowing us to identify which services are most frequently requested. This allows us to focus on automating them so that users do not have to rely on our intervention to access what they need. For example, we identified a service that, if enabled automatically when a student enrolls at the university, would allow us to reduce requests by 8%.
During these first few months of operation, we were also able to identify the service with the highest number of incidents (34% of the total), which will allow us to focus our efforts and implement improvements in operational continuity to minimize their occurrence—a move that will have a significant impact on how users perceive the quality of the service we provide. We are very interested in measuring user satisfaction in order to identify areas for improvement.