The organisation faced challenges with multiple business processes being executed inefficiently via emails or spreadsheets, requiring considerable support staff time. The solution needed to be consistently available and performant for numerous concurrent users.
Perception IT deployed a service desk solution using IBM Control Desk. The solution, built on WebSphere and DB2 Purescale, offers ultimate scalability and performance. Incident raising from fault alarms was automated, reducing manual overhead and accelerating repair times. Automated inventory collection procedures were implemented, ensuring the availability of underlying data such as configuration items. The service desk data was integrated with automated event management and notification services.
Perception IT continues to partner with the client, providing managed services to maintain system availability and performance, and implementing new requirements as needed.
The service desk implementation now offers a consistent platform for all business processes within the operational support environment, complete with complex validations and numerous automation features to boost efficiency.