Case Study: Aspect’s improved internal communications accelerates resolutions

Autism Spectrum Australia (Aspect) has improved its internal IT support communications following the introduction of a new suite of products.

The changes made by the autism-specific service provider have led to better communication between Aspect’s internal staff and IT support, according to Tao Song senior systems engineer at Autism Spectrum Australia (Aspect).

The non-profit organisation introduced a range of enterprise IT management products from Zoho Corporation’s ManageEngine which Song said is used “almost every day.”

“For example, the IT service help desk uses ManageEngine service. That is for users who have experienced any IT problem, they can very easily raise IT requests -just send an email to an email address and the request will be listed in the ServiceDesk Plus.

“Our first-line IT help desk will pick up the tickets and resolve them as soon as possible.”

Song said, “Without this kind of tool, I don’t think the user could communicate with the IT support and could easily get the problem solved.”

He added with a lot of staff remote working, troubleshooting can be “difficult” however, under the new system, “we can easily remotely control the user's device to see what is happening”.

Song added Aspect “has a lot of servers” requiring multiple patches leading to high time and spending costs.

However, his team now “schedule the tasks, schedule jobs to implement to install those patches, automatically doing the [work].

Song said his team now has more time to focus on investigating new technologies.

“The users are giving us very positive feedback, not only for our support but also for the convenience the ServiceDesk Plus is providing to the users.

He said previously, the IT team spent “a lot of time patching the service” with multiple people sometimes required to fix the system.

“Now, just one person can patch all servers over the weekend. That saves the whole team a lot of time so we can spend the saved time on many of the other new technologies or provide better support to users.

“That’s not only cost saving but also a great efficiency improvement,” Song said.

While the team will continue using its new platform, next steps include potentially adding more tools into aspects systems, according to Song.

“We may have some new requirements of the product that we could have … because whenever we have the requirement that the system doesn't have, ManageEngine will quickly try to develop those features inside of the existing system.”