Alloy Software’s IT Service Desk Management Platform – Alloy Navigator
Key Features Used
- Asset Management
- Action-based Workflow System
- Incident Management
- Knowledge Base
- Automated its help desk and IT inventory processes
- Now logging 25-30 incidents per day with ease
- Gained the ability to streamline all support requests and resolve them quickly
- Increased flexibility within the help desk
- Saved time and money by having issues and assets tracked in one centralized location
- Automated daily tasks and reduce training overhead
After an extensive evaluation process, Saint Edward’s School selected Alloy Navigator from Alloy Software. The software was then fully deployed in October of the same year. “The other solutions we considered were overpriced or did not provide the functionality we needed,” said Mr. Voyles. “At the time, we were primarily searching for something to replace our paper logs. Alloy Navigator provided the perfect solution that exceeded our initial requirements at a very affordable price.” From a technology standpoint, the school is running Alloy Navigator on a Windows server with Microsoft SQL Express, and uses Microsoft Exchange Server for email communications.
Saint Edward’s School had Alloy Navigator up and running within only two weeks of purchasing the software. Instead of deploying it at the end of the school year, Mr. Voyles and his team took their time making decisions on how they wanted to use various aspects such as computer and person records. The school added customized fields to those areas in order to better suit their specific needs. The first business process that Saint Edward’s School automated was its repair log. “We’ve expanded that to include an automated check-in process for students in need of service, and automatic email notifications/reminders to students and staff,” Mr. Voyles said.
Using the solution’s action-based Workflow System, the school was able to easily automate daily tasks and reduce training overhead. In addition, the school utilizes the Asset Management module to manage the full lifecycle of hardware equipment, network inventory and software licenses.
Saint Edward’s School primarily uses Alloy Navigator to log and maintain its incident history. “Throughout the school day, students visit the technology office for help with their computers,” explained Mr. Voyles. “They log their issue on a computer, which generates an open help desk ticket and sends them a confirmation email. The technician assigned to the ticket logs all pertinent information so it can be referenced later, if needed. The technician also reviews the student’s ticket history to see if there are any previous issues to be aware of.”
The school uses work order tickets to manage internal tasks such as hardware repairs. This allows them to keep track what assets have been repaired or replaced. “We use the ‘search’ feature to conduct keyword searches through all previous tickets in order to find out if a particular problem has come up before and if so, what steps were taken to address it,” he said. “We’ve recently started using the Knowledge Base to store internal IT documentation. We also use Alloy Navigator to maintain our inventory of tablet computers and user accounts. This gives us the ability to easily relate incident, computer, and user information together in one place.”