Currently, its community is comprised of more than 22,000 students among undergraduate, graduate and regional centers, more than 4,200 teachers and more than 1,500 administrative employees; Also has more than 179 research groups registered in Colciencias and is one of the 5 Colombian Institutions included in the QS World University Rankings of the British company Quacquarelli Symonds.

The Javeriana University has a sectional headquarters in the City of Cali and has its main headquarters in the City of Bogotá which managed the requests for support through a tool developed by them and one obtained free of charge on the network; But the processes as a follow-up of cases and the time of solution of the same, among others, had to be done manually.

«Javeriana University was looking for a flexible, scalable, high usability, user friendly and simple administration solution»: Hilda Cristina Chaparro López, Head of User Services Office of the Information Technology Division, Universidad Javeriana.

The Javeriana University with the support of the consultants of Aranda Software and Telefonica leading the process, in mid-2009 they defined phases and the schedule for the implementation where it began with the project of Aranda Service Desk, for the traditional services of office support; Later included the services of Information Systems, Computer Center (email and databases), Telecommunications and Networks.

In addition, the production output of the Academic and Administrative Management Information System was handled, making use of Aranda for the recording and tracking of incidents. «The advice and commercial support provided by Telefónica, Business Partner of Aranda, towards the Javeriana University was constant. They monitored and controlled all the requests and incidents that were generated in this process. «Said Hilda Cristina Chaparro Chief Services Office for Users, Juan Felipe Barajas Coordinator of the Services Desk and Claudia Bohórquez Lead Agent and Administrator of Aranda Software.

The Pontificia Universidad Javeriana now has a single information registry under service catalogs and incident category tree. This entity can now view the cases by client, specialist, group of specialists, type of case, state and dates, among others, opening the possibility to do incident management and service requests with the opportunity required by users; They can also see the traceability of the specialists involved in the solution of the incidents.

The project established service level agreements for each type of service and according to the response possibilities of the groups of specialists of the Information Technology Division of the Javeriana University, so they now have the possibility to change agreements of Service according to the urgency, importance and criticality of the incidents.

The educational institution Pontificia Universidad Javeriana now benefits from the optimization of IT management, since the Aranda Service Desk solution unifies and centralizes academic and administrative requests in a single information repository; Allowing to identify quickly the possible problems that are generated in IT to provide timely solutions. Today, we can make decisions that are also supported by figures such as growth in agents or on-site support, training reinforcements, creation of quick user guides, adjustments to university applications, among others.

Single
information
repository

Traceability of specialists in the solution of incidents

Ease of configuration of service agreements