SlideShare ist ein Scribd-Unternehmen logo
1 von 2
Downloaden Sie, um offline zu lesen
The College of the Holy Cross is a highly selective, four-year college located in Worcester, MA
with nearly 3,000 students and 332 faculty members. The College boasts impressive techno-
logical facilities with four on-campus libraries and 11 fully networked residence halls.
Campus gets easier to navigate for a college IT team courtesy of a new IT service
management solution that allows them to track assets and warranty information,
perform upgrades that meet a user’s specific needs, and decrease the amount of
follow-up requests to the help desk.
Dorms, Libraries, Labs, Oh My!:
Samanage Paves a Path to Streamlined Workflows
and Simplified IT Asset Management
© 2014 Samanage Ltd. All Rights Reserved.
Higher Education
Industry
Case Study
The legacy IT service manage-
ment system was:
 Complex and slow
 Use was limited to a single
web browser
 Large investment required
to update to a new server
and reconfigure the system
ITSM Challenges
Background
Holy Cross was using an IT service desk
product from CA Technologies®
, a companion
product to their Unicenter®
network moni-
toring system. At the time when they were
selecting a service desk product, they chose
the CA product because it was bundled with
the larger system.
“We moved off Unicenter many years ago,
but continued to use service desk for IT help
desk tracking,” said Ellen Keohane, chief
information officer at Holy Cross.
They found the service desk to be complex,
slow, and difficult to upgrade. The limited
functionality was a burden as it only allowed
the team to work with one web browser. In
order to update it, they would need to invest
in a new server and reconfigure everything
again.
Instead of making a large investment just
to make updates to their old ITSM solution,
Keohane and team felt it was a good time
to transition to a cloud-based asset man-
agement and help desk solution that would
more effectively and efficiently meet their
needs.
Challenges
When Holy Cross began considering other
solutions they were also gearing up to un-
dertake a major expansion in the number of
workstations on campus. Becky Chickering,
technical support director at Holy Cross, did
an extensive search to create a short list of
potential solutions. Their must-haves for the
future solution included:
Integration with Google Apps
Cloud-based IT service management
solution that would limit the amount of
maintenance and on-premise hassles
Easy access from mobile and Internet-
enabled devices
Throughout their search, the Holy Cross
team participated in demonstrations with
10 different providers, but after a thorough
evaluation of the key vendors in the market,
Holy Cross chose Samanage for a number of
reasons.
Solution
Through Samanage, College of the
Holy Cross was able to streamline
workflow of yearly updates to
hundreds of computers across
campus and empower end users to
resolve some of their own technical
issues through a self-service portal.
Outcome
1-888-250-8971
www.samanage.com
© 2014 Samanage Ltd. All Rights Reserved.
C A S E S T U D Y : T H E C O L L E G E O F T H E H O L Y C R O S S
As part of their four-year replacement cycle, Holy Cross
upgrades approximately 450 computers for faculty, staff
members and labs each year. Using Samanage, they were
able to create a workflow process that allowed them to
manage this rollout with greater accuracy, something
they did not have in the past.
Technicians that are assigned a rollout request follow the
same procedure with each computer, using a checklist-
type process. Now, there is no worry of something being
misconfigured or left out.
“We are able to provide a quicker rollout, no longer keep-
ing the user from their work while we ‘set up’ their new
computer,” said Chickering. “This also lets IT managers
know exactly where a particular computer is in the pro-
cess and allows for any technician to continue working
on it at any point in the process.”
Benefits
We’d love our next success story to be the one
we write together with you. Let us know how
we can help at 888-250-8971.
With Samanage, product updates are continuously
deployed and automatic which would free the Holy
Cross team from needing to do any cumbersome up-
dates or maintenance on-premise. The strong inventory
capabilities that Samanage brought to the College, like
automatically using the agent to update data in the
inventory, was additionally important as they made
their decision to move to a new ITSM solution. Finally,
Samanage’s seamless integration with Google Apps was
a breeze.
The Samanage platform had all of features important
to the Holy Cross team, as well as a price that was in an
acceptable range for the College. Ultimately, Keohane,
Chickering and team selected Samanage as their new
ITSM solution.
With Samanage, product updates are
continuously deployed and automatic
which would free the Holy Cross team from
needing to do any cumbersome updates or
maintenance on-premise.
Becky Chickering
Technical Support Director
The College of the Holy Cross
CASESTUDYTHECOLLEGEOFTHEHOLYCROSS
The inventory tracking agent takes care of updating
objects automatically and communicates with Apple, HP
and Dell for warranty information on each device, mak-
ing it easier for them to locate all machines that are up
for renewal. “These reports are critical each year for our
rollout project,” said Chickering.
“We are able to provide a quicker rollout,
no longer keeping the user from their work
while we ‘set up’ their new computer . . .”
Using Samanage, the IT team at Holy Cross has been able
to create a service desk workflow that allows them to
manage the acquisition and installation of hardware and
software purchases. The process starts with the users re-
quest for purchase and ends with the technicians instal-
lation. The Samanage software inventory shows exactly
what is installed on the old computer, making it easy for
the technician to setup the new computer accurately. Any
hardware incidents are now monitored carefully, making
sure devices are well within their usability. The Holy Cross
IT team is now able to immediately replace printers with
excessive repairs as well as extend the life of those print-
ers still performing well past their warranty, providing a
cost benefit to the college.
Not only have they improved their IT help desk ticket
time, faculty, staff and students are now empowered to
solve more of their own technology issues using an easy-
to-use self-service portal. The Samanage self-service tool
allows the Holy Cross IT team to extend their office hours
in a sense, giving customers the ability to find an answer
or solution on their own time, 24 hours a day 7 days a
week.
“Having a user interface that looks current, that func-
tions well on a mobile device, that helps end users
answer their own questions by searching on a knowledge
base. All of these things make our IT service organization
look more professional,” said Keohane.

Weitere ähnliche Inhalte

Ähnlich wie College of the Holy Cross Simplifies IT Asset Management and Streamlines Workflows Using Samanage ITSM Software

Cloud Services Keep Food Authority Operational After Hurricane Sandy Disaster
Cloud Services Keep Food Authority Operational After Hurricane Sandy DisasterCloud Services Keep Food Authority Operational After Hurricane Sandy Disaster
Cloud Services Keep Food Authority Operational After Hurricane Sandy DisasterCAPSYS Technologies
 
Anthem College: WatchGuard Written Case Study
Anthem College: WatchGuard Written Case StudyAnthem College: WatchGuard Written Case Study
Anthem College: WatchGuard Written Case StudyIdeba
 
Success Story: University Medical Center Groningen
Success Story: University Medical Center GroningenSuccess Story: University Medical Center Groningen
Success Story: University Medical Center GroningenFlexera
 
Scott-Lunceford-Tech-Samples
Scott-Lunceford-Tech-SamplesScott-Lunceford-Tech-Samples
Scott-Lunceford-Tech-SamplesScott Lunceford
 
Section 4.2 finance, hr and payroll services in the cloud
Section 4.2 finance, hr and payroll services in the cloudSection 4.2 finance, hr and payroll services in the cloud
Section 4.2 finance, hr and payroll services in the cloudAssociation of Colleges
 
UWM’s CTI builds cloudbased e-learning facilities with IBM and SAP
UWM’s CTI builds cloudbased  e-learning facilities  with IBM and SAPUWM’s CTI builds cloudbased  e-learning facilities  with IBM and SAP
UWM’s CTI builds cloudbased e-learning facilities with IBM and SAPIBM India Smarter Computing
 
Ellucian Case Study for Oracle Exadata
Ellucian Case Study for Oracle ExadataEllucian Case Study for Oracle Exadata
Ellucian Case Study for Oracle ExadataKhalid Tariq
 
The Cloud Connection
The Cloud ConnectionThe Cloud Connection
The Cloud Connectiongregerb
 
the-future-of-workload-automation-in-the-application-economy
the-future-of-workload-automation-in-the-application-economythe-future-of-workload-automation-in-the-application-economy
the-future-of-workload-automation-in-the-application-economyBrian Mazoyer
 
City and County Healthcare Group consolidates servers
City and County Healthcare Group consolidates serversCity and County Healthcare Group consolidates servers
City and County Healthcare Group consolidates serversIBM India Smarter Computing
 
Enterprise Resource Planning ( Erp )
Enterprise Resource Planning ( Erp )Enterprise Resource Planning ( Erp )
Enterprise Resource Planning ( Erp )Kimberly Berger
 
Success Story: Avnet, Inc.
Success Story: Avnet, Inc.Success Story: Avnet, Inc.
Success Story: Avnet, Inc.Flexera
 
What are the advantages of adopting public cloud
What are the advantages of adopting public cloudWhat are the advantages of adopting public cloud
What are the advantages of adopting public cloudNicole Khoo
 
Page 1Running Head FINAL PROJECT ESSAYPage 11FINAL PROJ.docx
Page  1Running Head FINAL PROJECT ESSAYPage  11FINAL PROJ.docxPage  1Running Head FINAL PROJECT ESSAYPage  11FINAL PROJ.docx
Page 1Running Head FINAL PROJECT ESSAYPage 11FINAL PROJ.docxalfred4lewis58146
 

Ähnlich wie College of the Holy Cross Simplifies IT Asset Management and Streamlines Workflows Using Samanage ITSM Software (20)

Cloud Services Keep Food Authority Operational After Hurricane Sandy Disaster
Cloud Services Keep Food Authority Operational After Hurricane Sandy DisasterCloud Services Keep Food Authority Operational After Hurricane Sandy Disaster
Cloud Services Keep Food Authority Operational After Hurricane Sandy Disaster
 
Anthem College: WatchGuard Written Case Study
Anthem College: WatchGuard Written Case StudyAnthem College: WatchGuard Written Case Study
Anthem College: WatchGuard Written Case Study
 
CS_SAS_125-EN-274-1
CS_SAS_125-EN-274-1CS_SAS_125-EN-274-1
CS_SAS_125-EN-274-1
 
CloudApper Use Cases.pdf
CloudApper Use Cases.pdfCloudApper Use Cases.pdf
CloudApper Use Cases.pdf
 
Success Story: University Medical Center Groningen
Success Story: University Medical Center GroningenSuccess Story: University Medical Center Groningen
Success Story: University Medical Center Groningen
 
Scott-Lunceford-Tech-Samples
Scott-Lunceford-Tech-SamplesScott-Lunceford-Tech-Samples
Scott-Lunceford-Tech-Samples
 
Cloud Computing Project
Cloud Computing ProjectCloud Computing Project
Cloud Computing Project
 
Section 4.2 finance, hr and payroll services in the cloud
Section 4.2 finance, hr and payroll services in the cloudSection 4.2 finance, hr and payroll services in the cloud
Section 4.2 finance, hr and payroll services in the cloud
 
UWM’s CTI builds cloudbased e-learning facilities with IBM and SAP
UWM’s CTI builds cloudbased  e-learning facilities  with IBM and SAPUWM’s CTI builds cloudbased  e-learning facilities  with IBM and SAP
UWM’s CTI builds cloudbased e-learning facilities with IBM and SAP
 
Cloud Computing AoC Position Paper
Cloud Computing AoC Position PaperCloud Computing AoC Position Paper
Cloud Computing AoC Position Paper
 
Ellucian Case Study for Oracle Exadata
Ellucian Case Study for Oracle ExadataEllucian Case Study for Oracle Exadata
Ellucian Case Study for Oracle Exadata
 
The Cloud Connection
The Cloud ConnectionThe Cloud Connection
The Cloud Connection
 
the-future-of-workload-automation-in-the-application-economy
the-future-of-workload-automation-in-the-application-economythe-future-of-workload-automation-in-the-application-economy
the-future-of-workload-automation-in-the-application-economy
 
City and County Healthcare Group consolidates servers
City and County Healthcare Group consolidates serversCity and County Healthcare Group consolidates servers
City and County Healthcare Group consolidates servers
 
Enterprise Resource Planning ( Erp )
Enterprise Resource Planning ( Erp )Enterprise Resource Planning ( Erp )
Enterprise Resource Planning ( Erp )
 
Success Story: Avnet, Inc.
Success Story: Avnet, Inc.Success Story: Avnet, Inc.
Success Story: Avnet, Inc.
 
Vpn
VpnVpn
Vpn
 
What are the advantages of adopting public cloud
What are the advantages of adopting public cloudWhat are the advantages of adopting public cloud
What are the advantages of adopting public cloud
 
Page 1Running Head FINAL PROJECT ESSAYPage 11FINAL PROJ.docx
Page  1Running Head FINAL PROJECT ESSAYPage  11FINAL PROJ.docxPage  1Running Head FINAL PROJECT ESSAYPage  11FINAL PROJ.docx
Page 1Running Head FINAL PROJECT ESSAYPage 11FINAL PROJ.docx
 
brocade-cosentry-ss
brocade-cosentry-ssbrocade-cosentry-ss
brocade-cosentry-ss
 

Mehr von Samanage

Samanage IT Asset Management Solution Decreases Time Spent Managing Hardware ...
Samanage IT Asset Management Solution Decreases Time Spent Managing Hardware ...Samanage IT Asset Management Solution Decreases Time Spent Managing Hardware ...
Samanage IT Asset Management Solution Decreases Time Spent Managing Hardware ...Samanage
 
A New IT Service Management Solution Shifts Perception of IT at Medifit
A New IT Service Management Solution Shifts Perception of IT at MedifitA New IT Service Management Solution Shifts Perception of IT at Medifit
A New IT Service Management Solution Shifts Perception of IT at MedifitSamanage
 
Sheridan School District Simplifies Usability and IT Asset Management with Sa...
Sheridan School District Simplifies Usability and IT Asset Management with Sa...Sheridan School District Simplifies Usability and IT Asset Management with Sa...
Sheridan School District Simplifies Usability and IT Asset Management with Sa...Samanage
 
How The Riverside Company Got Control of Their IT Service Management
How The Riverside Company Got Control of Their IT Service ManagementHow The Riverside Company Got Control of Their IT Service Management
How The Riverside Company Got Control of Their IT Service ManagementSamanage
 
Samanage Benchmarking: Better Service Performance Starts Here
Samanage Benchmarking: Better Service Performance Starts HereSamanage Benchmarking: Better Service Performance Starts Here
Samanage Benchmarking: Better Service Performance Starts HereSamanage
 
The Enterprise Service Desk is Here
The Enterprise Service Desk is HereThe Enterprise Service Desk is Here
The Enterprise Service Desk is HereSamanage
 
Let's Take IT Outside: Extending Your IT Service Catalog
Let's Take IT Outside: Extending Your IT Service CatalogLet's Take IT Outside: Extending Your IT Service Catalog
Let's Take IT Outside: Extending Your IT Service CatalogSamanage
 
Becoming Masters of our (ITSM) Domain – A Case Study Webinar
Becoming Masters of our (ITSM) Domain – A Case Study WebinarBecoming Masters of our (ITSM) Domain – A Case Study Webinar
Becoming Masters of our (ITSM) Domain – A Case Study WebinarSamanage
 
From Zero to Hero: The Path to IT Service Excellence Webinar
From Zero to Hero:  The Path to IT Service Excellence WebinarFrom Zero to Hero:  The Path to IT Service Excellence Webinar
From Zero to Hero: The Path to IT Service Excellence WebinarSamanage
 
Case Study webinar: Go Live in 14 days with Samanage's ITSM solution
Case Study webinar: Go Live in 14 days with Samanage's ITSM solutionCase Study webinar: Go Live in 14 days with Samanage's ITSM solution
Case Study webinar: Go Live in 14 days with Samanage's ITSM solutionSamanage
 
ITSM SaaS vs. On-Premise
ITSM SaaS vs. On-PremiseITSM SaaS vs. On-Premise
ITSM SaaS vs. On-PremiseSamanage
 
Business Case For IT Asset Management
Business Case For IT Asset ManagementBusiness Case For IT Asset Management
Business Case For IT Asset ManagementSamanage
 

Mehr von Samanage (12)

Samanage IT Asset Management Solution Decreases Time Spent Managing Hardware ...
Samanage IT Asset Management Solution Decreases Time Spent Managing Hardware ...Samanage IT Asset Management Solution Decreases Time Spent Managing Hardware ...
Samanage IT Asset Management Solution Decreases Time Spent Managing Hardware ...
 
A New IT Service Management Solution Shifts Perception of IT at Medifit
A New IT Service Management Solution Shifts Perception of IT at MedifitA New IT Service Management Solution Shifts Perception of IT at Medifit
A New IT Service Management Solution Shifts Perception of IT at Medifit
 
Sheridan School District Simplifies Usability and IT Asset Management with Sa...
Sheridan School District Simplifies Usability and IT Asset Management with Sa...Sheridan School District Simplifies Usability and IT Asset Management with Sa...
Sheridan School District Simplifies Usability and IT Asset Management with Sa...
 
How The Riverside Company Got Control of Their IT Service Management
How The Riverside Company Got Control of Their IT Service ManagementHow The Riverside Company Got Control of Their IT Service Management
How The Riverside Company Got Control of Their IT Service Management
 
Samanage Benchmarking: Better Service Performance Starts Here
Samanage Benchmarking: Better Service Performance Starts HereSamanage Benchmarking: Better Service Performance Starts Here
Samanage Benchmarking: Better Service Performance Starts Here
 
The Enterprise Service Desk is Here
The Enterprise Service Desk is HereThe Enterprise Service Desk is Here
The Enterprise Service Desk is Here
 
Let's Take IT Outside: Extending Your IT Service Catalog
Let's Take IT Outside: Extending Your IT Service CatalogLet's Take IT Outside: Extending Your IT Service Catalog
Let's Take IT Outside: Extending Your IT Service Catalog
 
Becoming Masters of our (ITSM) Domain – A Case Study Webinar
Becoming Masters of our (ITSM) Domain – A Case Study WebinarBecoming Masters of our (ITSM) Domain – A Case Study Webinar
Becoming Masters of our (ITSM) Domain – A Case Study Webinar
 
From Zero to Hero: The Path to IT Service Excellence Webinar
From Zero to Hero:  The Path to IT Service Excellence WebinarFrom Zero to Hero:  The Path to IT Service Excellence Webinar
From Zero to Hero: The Path to IT Service Excellence Webinar
 
Case Study webinar: Go Live in 14 days with Samanage's ITSM solution
Case Study webinar: Go Live in 14 days with Samanage's ITSM solutionCase Study webinar: Go Live in 14 days with Samanage's ITSM solution
Case Study webinar: Go Live in 14 days with Samanage's ITSM solution
 
ITSM SaaS vs. On-Premise
ITSM SaaS vs. On-PremiseITSM SaaS vs. On-Premise
ITSM SaaS vs. On-Premise
 
Business Case For IT Asset Management
Business Case For IT Asset ManagementBusiness Case For IT Asset Management
Business Case For IT Asset Management
 

Kürzlich hochgeladen

Introduction-to-Software-Development-Outsourcing.pptx
Introduction-to-Software-Development-Outsourcing.pptxIntroduction-to-Software-Development-Outsourcing.pptx
Introduction-to-Software-Development-Outsourcing.pptxIntelliSource Technologies
 
Top Software Development Trends in 2024
Top Software Development Trends in  2024Top Software Development Trends in  2024
Top Software Development Trends in 2024Mind IT Systems
 
Sales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales CoverageSales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales CoverageDista
 
Streamlining Your Application Builds with Cloud Native Buildpacks
Streamlining Your Application Builds  with Cloud Native BuildpacksStreamlining Your Application Builds  with Cloud Native Buildpacks
Streamlining Your Application Builds with Cloud Native BuildpacksVish Abrams
 
Webinar_050417_LeClair12345666777889.ppt
Webinar_050417_LeClair12345666777889.pptWebinar_050417_LeClair12345666777889.ppt
Webinar_050417_LeClair12345666777889.pptkinjal48
 
Optimizing Business Potential: A Guide to Outsourcing Engineering Services in...
Optimizing Business Potential: A Guide to Outsourcing Engineering Services in...Optimizing Business Potential: A Guide to Outsourcing Engineering Services in...
Optimizing Business Potential: A Guide to Outsourcing Engineering Services in...Jaydeep Chhasatia
 
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.Sharon Liu
 
Enterprise Document Management System - Qualityze Inc
Enterprise Document Management System - Qualityze IncEnterprise Document Management System - Qualityze Inc
Enterprise Document Management System - Qualityze Incrobinwilliams8624
 
Cybersecurity Challenges with Generative AI - for Good and Bad
Cybersecurity Challenges with Generative AI - for Good and BadCybersecurity Challenges with Generative AI - for Good and Bad
Cybersecurity Challenges with Generative AI - for Good and BadIvo Andreev
 
eAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspectionseAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspectionsNirav Modi
 
Your Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software TeamsYour Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software TeamsJaydeep Chhasatia
 
AI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human BeautyAI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human BeautyRaymond Okyere-Forson
 
IA Generativa y Grafos de Neo4j: RAG time
IA Generativa y Grafos de Neo4j: RAG timeIA Generativa y Grafos de Neo4j: RAG time
IA Generativa y Grafos de Neo4j: RAG timeNeo4j
 
Growing Oxen: channel operators and retries
Growing Oxen: channel operators and retriesGrowing Oxen: channel operators and retries
Growing Oxen: channel operators and retriesSoftwareMill
 
Kawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in TrivandrumKawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in TrivandrumKawika Technologies
 
Generative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-CouncilGenerative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-CouncilVICTOR MAESTRE RAMIREZ
 
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine HarmonyLeveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmonyelliciumsolutionspun
 
Watermarking in Source Code: Applications and Security Challenges
Watermarking in Source Code: Applications and Security ChallengesWatermarking in Source Code: Applications and Security Challenges
Watermarking in Source Code: Applications and Security ChallengesShyamsundar Das
 
JS-Experts - Cybersecurity for Generative AI
JS-Experts - Cybersecurity for Generative AIJS-Experts - Cybersecurity for Generative AI
JS-Experts - Cybersecurity for Generative AIIvo Andreev
 

Kürzlich hochgeladen (20)

Introduction-to-Software-Development-Outsourcing.pptx
Introduction-to-Software-Development-Outsourcing.pptxIntroduction-to-Software-Development-Outsourcing.pptx
Introduction-to-Software-Development-Outsourcing.pptx
 
Top Software Development Trends in 2024
Top Software Development Trends in  2024Top Software Development Trends in  2024
Top Software Development Trends in 2024
 
Sales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales CoverageSales Territory Management: A Definitive Guide to Expand Sales Coverage
Sales Territory Management: A Definitive Guide to Expand Sales Coverage
 
Streamlining Your Application Builds with Cloud Native Buildpacks
Streamlining Your Application Builds  with Cloud Native BuildpacksStreamlining Your Application Builds  with Cloud Native Buildpacks
Streamlining Your Application Builds with Cloud Native Buildpacks
 
Webinar_050417_LeClair12345666777889.ppt
Webinar_050417_LeClair12345666777889.pptWebinar_050417_LeClair12345666777889.ppt
Webinar_050417_LeClair12345666777889.ppt
 
Optimizing Business Potential: A Guide to Outsourcing Engineering Services in...
Optimizing Business Potential: A Guide to Outsourcing Engineering Services in...Optimizing Business Potential: A Guide to Outsourcing Engineering Services in...
Optimizing Business Potential: A Guide to Outsourcing Engineering Services in...
 
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
20240319 Car Simulator Plan.pptx . Plan for a JavaScript Car Driving Simulator.
 
Enterprise Document Management System - Qualityze Inc
Enterprise Document Management System - Qualityze IncEnterprise Document Management System - Qualityze Inc
Enterprise Document Management System - Qualityze Inc
 
Cybersecurity Challenges with Generative AI - for Good and Bad
Cybersecurity Challenges with Generative AI - for Good and BadCybersecurity Challenges with Generative AI - for Good and Bad
Cybersecurity Challenges with Generative AI - for Good and Bad
 
eAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspectionseAuditor Audits & Inspections - conduct field inspections
eAuditor Audits & Inspections - conduct field inspections
 
Your Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software TeamsYour Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
Your Vision, Our Expertise: TECUNIQUE's Tailored Software Teams
 
Salesforce AI Associate Certification.pptx
Salesforce AI Associate Certification.pptxSalesforce AI Associate Certification.pptx
Salesforce AI Associate Certification.pptx
 
AI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human BeautyAI Embracing Every Shade of Human Beauty
AI Embracing Every Shade of Human Beauty
 
IA Generativa y Grafos de Neo4j: RAG time
IA Generativa y Grafos de Neo4j: RAG timeIA Generativa y Grafos de Neo4j: RAG time
IA Generativa y Grafos de Neo4j: RAG time
 
Growing Oxen: channel operators and retries
Growing Oxen: channel operators and retriesGrowing Oxen: channel operators and retries
Growing Oxen: channel operators and retries
 
Kawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in TrivandrumKawika Technologies pvt ltd Software Development Company in Trivandrum
Kawika Technologies pvt ltd Software Development Company in Trivandrum
 
Generative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-CouncilGenerative AI for Cybersecurity - EC-Council
Generative AI for Cybersecurity - EC-Council
 
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine HarmonyLeveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
Leveraging DxSherpa's Generative AI Services to Unlock Human-Machine Harmony
 
Watermarking in Source Code: Applications and Security Challenges
Watermarking in Source Code: Applications and Security ChallengesWatermarking in Source Code: Applications and Security Challenges
Watermarking in Source Code: Applications and Security Challenges
 
JS-Experts - Cybersecurity for Generative AI
JS-Experts - Cybersecurity for Generative AIJS-Experts - Cybersecurity for Generative AI
JS-Experts - Cybersecurity for Generative AI
 

College of the Holy Cross Simplifies IT Asset Management and Streamlines Workflows Using Samanage ITSM Software

  • 1. The College of the Holy Cross is a highly selective, four-year college located in Worcester, MA with nearly 3,000 students and 332 faculty members. The College boasts impressive techno- logical facilities with four on-campus libraries and 11 fully networked residence halls. Campus gets easier to navigate for a college IT team courtesy of a new IT service management solution that allows them to track assets and warranty information, perform upgrades that meet a user’s specific needs, and decrease the amount of follow-up requests to the help desk. Dorms, Libraries, Labs, Oh My!: Samanage Paves a Path to Streamlined Workflows and Simplified IT Asset Management © 2014 Samanage Ltd. All Rights Reserved. Higher Education Industry Case Study The legacy IT service manage- ment system was:  Complex and slow  Use was limited to a single web browser  Large investment required to update to a new server and reconfigure the system ITSM Challenges Background Holy Cross was using an IT service desk product from CA Technologies® , a companion product to their Unicenter® network moni- toring system. At the time when they were selecting a service desk product, they chose the CA product because it was bundled with the larger system. “We moved off Unicenter many years ago, but continued to use service desk for IT help desk tracking,” said Ellen Keohane, chief information officer at Holy Cross. They found the service desk to be complex, slow, and difficult to upgrade. The limited functionality was a burden as it only allowed the team to work with one web browser. In order to update it, they would need to invest in a new server and reconfigure everything again. Instead of making a large investment just to make updates to their old ITSM solution, Keohane and team felt it was a good time to transition to a cloud-based asset man- agement and help desk solution that would more effectively and efficiently meet their needs. Challenges When Holy Cross began considering other solutions they were also gearing up to un- dertake a major expansion in the number of workstations on campus. Becky Chickering, technical support director at Holy Cross, did an extensive search to create a short list of potential solutions. Their must-haves for the future solution included: Integration with Google Apps Cloud-based IT service management solution that would limit the amount of maintenance and on-premise hassles Easy access from mobile and Internet- enabled devices Throughout their search, the Holy Cross team participated in demonstrations with 10 different providers, but after a thorough evaluation of the key vendors in the market, Holy Cross chose Samanage for a number of reasons. Solution Through Samanage, College of the Holy Cross was able to streamline workflow of yearly updates to hundreds of computers across campus and empower end users to resolve some of their own technical issues through a self-service portal. Outcome
  • 2. 1-888-250-8971 www.samanage.com © 2014 Samanage Ltd. All Rights Reserved. C A S E S T U D Y : T H E C O L L E G E O F T H E H O L Y C R O S S As part of their four-year replacement cycle, Holy Cross upgrades approximately 450 computers for faculty, staff members and labs each year. Using Samanage, they were able to create a workflow process that allowed them to manage this rollout with greater accuracy, something they did not have in the past. Technicians that are assigned a rollout request follow the same procedure with each computer, using a checklist- type process. Now, there is no worry of something being misconfigured or left out. “We are able to provide a quicker rollout, no longer keep- ing the user from their work while we ‘set up’ their new computer,” said Chickering. “This also lets IT managers know exactly where a particular computer is in the pro- cess and allows for any technician to continue working on it at any point in the process.” Benefits We’d love our next success story to be the one we write together with you. Let us know how we can help at 888-250-8971. With Samanage, product updates are continuously deployed and automatic which would free the Holy Cross team from needing to do any cumbersome up- dates or maintenance on-premise. The strong inventory capabilities that Samanage brought to the College, like automatically using the agent to update data in the inventory, was additionally important as they made their decision to move to a new ITSM solution. Finally, Samanage’s seamless integration with Google Apps was a breeze. The Samanage platform had all of features important to the Holy Cross team, as well as a price that was in an acceptable range for the College. Ultimately, Keohane, Chickering and team selected Samanage as their new ITSM solution. With Samanage, product updates are continuously deployed and automatic which would free the Holy Cross team from needing to do any cumbersome updates or maintenance on-premise. Becky Chickering Technical Support Director The College of the Holy Cross CASESTUDYTHECOLLEGEOFTHEHOLYCROSS The inventory tracking agent takes care of updating objects automatically and communicates with Apple, HP and Dell for warranty information on each device, mak- ing it easier for them to locate all machines that are up for renewal. “These reports are critical each year for our rollout project,” said Chickering. “We are able to provide a quicker rollout, no longer keeping the user from their work while we ‘set up’ their new computer . . .” Using Samanage, the IT team at Holy Cross has been able to create a service desk workflow that allows them to manage the acquisition and installation of hardware and software purchases. The process starts with the users re- quest for purchase and ends with the technicians instal- lation. The Samanage software inventory shows exactly what is installed on the old computer, making it easy for the technician to setup the new computer accurately. Any hardware incidents are now monitored carefully, making sure devices are well within their usability. The Holy Cross IT team is now able to immediately replace printers with excessive repairs as well as extend the life of those print- ers still performing well past their warranty, providing a cost benefit to the college. Not only have they improved their IT help desk ticket time, faculty, staff and students are now empowered to solve more of their own technology issues using an easy- to-use self-service portal. The Samanage self-service tool allows the Holy Cross IT team to extend their office hours in a sense, giving customers the ability to find an answer or solution on their own time, 24 hours a day 7 days a week. “Having a user interface that looks current, that func- tions well on a mobile device, that helps end users answer their own questions by searching on a knowledge base. All of these things make our IT service organization look more professional,” said Keohane.