Gives An IT Services Company Collaborative Issue Management Platform
As a global leader in providing mission critical business environments,
the Company designs, builds, and manages IT solutions for businesses
and governments who have no room for error. The Company has a deep
understanding of high-volume, transaction-intensive, secure computing
and can deliver operational efficiencies, reduced complexity and increased
productivity to its customers.
The Company manages data centers, critical applications, and supports
end users of some of the largest public and private entities. Their
combined expertise includes, consulting, systems integration, outsourcing,
infrastructure, and server technology
The company was using multiple
applications each with its own database elements to address day to
day tasks related to software product development, bug/defect
, help desk ticketing and support maintenance.
The Company was looking for a solution that stored centrally all the
problems and tasks that stemmed from their core business operational
projects. The Company also required a scalable solution that would
respond to their growing global needs. A leadership team was established
to assess the various concerns arising from using fragmented solutions
that have tremendous negative impacts at all stages of the project
1) Scalable & Customizable:
that would automatically grow in response to their increasing demands
and could be configured to work with existing processes. In addition,
it can provide automated structure for creating and managing standardized
A solution to track
key performance indicators on every team member’s dashboard,
enabling a collaborative workspace environment. The system would be
able to report on the impact to the project’s scope, schedule,
quality and deliverables.
3) Knowledge Management:
that maintains an online knowledge base that helps the key team members
share resources and business intelligence among themselves.
A solution that is
economically feasible and cost effective to implement across all departments
at a national level. The system would provide the required issue management
features and benefits based on each area’s specific business
requirements and needs.
The PointInsight Issue Management platform provided the Company with
a flexible and customizable framework for developing their own internal
issue management process. The core capabilities of PointInsight include
approvals, notifications, email integration, dashboard views and executive
reporting that highlights the impact levels on key
The Company implemented a highly secure issue management solution
that supports the increasing demands of IT
desk and support operations. Graphical views, audit
trails and extensive reporting provide the
necessary details to track issues by type, category and user
defined fields across all departments.
& Customizable: The Company implemented an application
that is configurable to manage the constant
growing needs of the IT teams. The PointInsight platform can
be tailored to incorporate the organization’s
unique business requirements.
Reduced Costs & Higher Efficiency: The solution offered
high ROI allowing the leadership team to coordinate
actions and responsibilities for all IT
project issues. The issues were monitored for accuracy
and completeness, improving overall profitability.
Business Intelligence: PointInsight provides cross project,
cross organization enterprise information with
user friendly documentation and customizable workflow. The ability
to provide consolidated real-time analytics
directly to team member’s personalized dashboard 24x7
reduced overall implementation time and costs.