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Reduced business costs: Thanks to
management of software licenses through
the CMDB, EAIG now face less penalty fees
and are confident that they are compliant with
software licensing, with assyst providing a
much clearer picture of what they have and
what is in use across the business.
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Asset Management: Whereas before there
was no clear view of assets, use of the CMDB
has allowed EAIG to effectively manage all
deployed configuration items and has given
the ability to locate assets with the right people
at the right time. The team can also now
evaluate what services are impacted if certain
configuration items are not functioning, vital to
maintaining overall business performance.
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The Benefits
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By using assyst, EAIG have reported the following benefits:
because of reviews from Gartner and
existing Axios customers.
The group have since rolled out assyst
for Incident Management, Problem
Management, Change Management
and CMDB.
A shared services model
ITQAN run an IT Shared Service Center,
providing support to all the companies
within the EAI Group. This model
delivers efficiency and value, significantly
reducing the IT operational cost for each
company of the group, and contributing
to the enhanced productivity of the
business as a whole.
ITQAN effectively acts as a service provider,
with SLAs and cost centers set up for all the
individual companies within in the group.
The ITQAN service desk acts as a single
point of contact for logging tickets, and 1st
level support is provided by ITQAN Service
Desk team which includes remote support.
Any tickets not resolved by 1st level are
escalated to level 2 support teams.
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The future
EAIG now plan to develop their use
of assyst further. Next on their service
management journey will be increased
automation through the rollout of a
Service Catalog to provide self-service
functionality to the 5,000 employees of
the EAI Group. This will reduce calls and
further improve resolution rates, thus
improving productivity of the ITQAN
Service Desk team, with their time freed
up to focus on more valued business tasks.
The group also plan to adopt enterprisewide service management by rolling
assyst out to other departments,
starting with HR, Legal and Facilities.
This will not only maximize their value
from the investment, but also enhance
end user experience.
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