Axios Systems Customer Case Study with Scottish Agricultural College
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CUSTOMER CASE STUDYScottish Agricultural College www.axiossystems .com The Scottish Agricultural College (SAC) supports the development oland-based industries and communities through 3 main areas: specialist research and development resources; education and training provision; and expert advisory and consultancy services. The organization places particular emphasis on agriculture and related sciences, rural business development and management, ood chain quality and saety, and rural resource and environmental management. SAC has a Finance and Corporate Aairs (F&CA) division that is made up oInormation Systems (IS), Property and Estates (PEG), Human Resources (HR), Finance, Health and Saety (HS) and a contracts ofce. Challenge – Improve processes and manageme nt repor ting capabilities SAC SAC was using a call management system that no longer provided the depth ounctionality they required within the organization - they had the ability to log, assign, process and close IS related calls, but not the capacity to provide adequate reporting or management in order to analyze progress or inefcient areas. It was essential that SAC fnd an IT Service Management (ITSM) tool that would manage their incidents more efciently and that could provide detailed management reports. In addition, the tool needed to be ully aligned to ITIL, encompassing all disciplines, as this would allow the organization to establish frm procedures or Incident, Problem, Change, Confguration and Business Continuity Management. Outside oIS, other groups at SAC had some simple processes in place or logging issues or requests but these were mostly noted in spreadsheets or other documents, and were very limited in detail. The organization had to thereore fnd a way that they could improve processes in all other departments as well. “Our existing tool could no longer provide the depth ounctionality we needed in order or us to unction efciently as an organization.”said Belinda Haig, Project Manager, SAC. Strategy – Implementassyst byAxios Systems throughout the entire organization SAC chose the ITSM tool, assyst by Axios Systems, to help them achieve their desired processes and level oefciency. Key Statistics 2500 incidents per month 900 users supported 120 ITSM/Service Desk staKey Challenge Improve management reports Find a better process or managing incidents Align processes to ITIL Key Strategy Implement assyst by Axios Systems within the IS group Further deploy the sotware throughout the various departments at SAC Use a phased approach or the deployment oassyst Key Benefts / Results Steady decrease in number orecorded calls Adherence to SLAs increased rom 60% to 80% Able to identiy areas or improvement more efciently Improvement in reporting capabilities SAC sows seeds osuccess with assyst IS and non-IS departments at SAC use assyst to manage their processes more e fciently and produce meaning ul manage ment reports Scottish Agricultural College (SAC) www. sac.co.uk CountryUnited Kingdom IndustryHigher Education 09 10 CCS SAC US v1.0 IS Group Initially, assyst was intended or use by the IS group only. However, it quickly became apparent that the tool could be used eectively across all groups within the Finance and Corporate Aairs division. Rolling the tool out across the entire division was expected to take a lot otime and planning so SAC chose to ollow a phased approach to implementation. Property and Estates Only 4 months ater the initial implementation within IS, SAC deployed the sotware in the Property and Estates group. This area uses the tool or reactive maintenance, whereby calls are logged and dealt with in a similar way as IS incidents. SAC identifed that most othe employees within this area were feld workers and don’t always have access to the electronic system so they have set up a process whereby these people receive an email, which they can access remotely, or are given a print out so they know what jobs they have. They do not use the application directly but do ollow the process so that their actions are logged in assyst. It is also used or preventive maintenance where calls are automatically raised at given times or certain assets. Finance assyst was then implemented in Finance, who use the system or key activities such as invoice requests. SAC has created a orm on assystNET , Axios’ sel-service portal or its assyst solution, which is completed by the end-user and generates an incident in assyst. They have also created a report in Crystal that provides SAC with the inormation othis incident in a spreadsheet. The spreadsheet is then uploaded int o SAP , its fnance system, thus reducing the workload in Finance and minimizing errors.
