IT Service Management
“Not only are we able to track any IT issues, we can also use Samanage to look at trends over time and get visibility of larger issues throughout the organization, such as training requirements.”
~Anna Hewlett, Business Process Manager
Measurement, Reporting, and Improved Processes Begin in IT and Move Throughout the Organization
Austin Fraser is an international recruitment consultancy specializing in engineering, IT, and life sciences. With a focus on creating performance improvement, Austin Fraser strives to find the right people for the job, saving organizations time, hassle, and money. Launched in 2007, they have three offices globally in Reading, Berkshire, Munich, Germany, and Austin, Texas.
As a start-up company, Austin Fraser initially outsourced all of their IT support. Once a month the IT company would come into the office to complete regular maintenance. “We had agreed to an SLA with the external company, but we were just one of their many clients,” said Anna Hewlett, business process manager at Austin Fraser. “Anytime you raise a ticket to an outsourced company, you’re added to a long list of other clients in their ticketing system.”
As the company grew, the need for an internal IT team became very clear. But, without a service desk solution in place, the new team was in an environment that encouraged phone calls or just a quick walk across the room to speak with someone in IT. There were no processes or systems in places to collect issues, provide internal SLAs, or identify the urgency of an issue. “Nothing was being tracked. It just wasn’t efficient or centralized,” said Hewlett. “We realized we needed some kind of software to facilitate the tickets and issues that were coming up.”
Once Austin Fraser had an IT manager in house, he began researching and looking into the capabilities of service desk solutions. “We wanted to keep the lines of communications open, while giving them visibility into their issues and when they were resolved,” said Hewlett. Their IT service desk solution had to meet the following criteria:
- Centralize all of the information
- Ticket and asset tracking capabilities
- Assign tasks to different people
- Full visibility into the complete lifecycle of a ticket
Not only did Samanage meet their budget needs, the team found it was easy to use and manage, especially as they set up and remove users. “You can manipulate Samanage to the point where it looks and feels like you want it to,” said Hewlett.
As a small company, Austin Fraser’s team had become accustomed to just picking up the phone or walking across the room to speak with IT. Once they began to implement the Samanage service desk, they were faced with some resistance from users who didn’t understand why they needed to submit a ticket when they could see IT from their desks. “We really had to push that change,” said Hewlett. “It was about putting a solution in place that’s sustainable as we grow across three countries.”
The company is also now able to measure success through reporting in Samanage, something departments such as IT and facilities have struggled with in the past. “Samanage gives us a tool to measure how they’re doing, how quickly tickets are closed, and tracks the details of it all in the system,” said Hewlett.
Samanage provided Austin Fraser with a centralized service desk solution that can be accessed from anywhere and will grow along with the size of the company, allowing for consistent processes for resolving requests. “Not only are we able to track any IT issues, we can also use Samanage to look at trends over time and get visibility of larger issues throughout the organization, such as training requirements,” said Hewlett.
Moving forward, Hewlett will be working to implement Samanage in areas outside of IT ticketing. She will begin with contract management by defining a process through Samanage where all non-sales contracts are centralized in a database. “Everyone is using Samanage for IT ticketing now, but I’m working behind the scenes to see what it can do for other departments across the organization,” said Hewlett.