In early 2005, Mr. Leybourne and the local IT team evaluated a number of solutions in an effort to find the best product that could support its help desk operations. After battle-testing these solutions, the company selected Alloy Navigator from Alloy Software — a leading provider of service and asset management software solutions.
“Most of the solutions we reviewed were very costly,” explained Mr. Leybourne. “In terms of pricing, Alloy Navigator offered the best value and richest functionality. With a feature set comparable — if not more expansive — than its competitors, choosing this product was a no-brainer.”
According to Mr. Leybourne, Alloy Navigator was extremely simple to install and fully deployed within weeks. The product is currently running on the Microsoft SQL Server with IIS installed for the Web portals. End users can create help desk tickets using the Self-Service Web portal via Internet Explorer 6 on XP clients, while technicians can access the Alloy Navigator on the main desktop application or over the Internet.
At Wolters Kluwer Health New Zealand, Alloy Navigator is utilized for a variety of business processes. More than 200 users access the system from the company’s Auckland, New Zealand location, and 50 additional users from offices in Japan and Australia. Primarily, Alloy Navigator is being used as the company’s incident tracking system. Employees at the Wolters Kluwer Health New Zealand, Japan, and Australia locations use the web portal or e-mail to log a ticket. This ticket is then automatically assigned to a technician based on a category. The technician then takes ownership of the ticket and maintains responsibility for it until the issue is resolved.
“We support more than 250 staff members located in New Zealand, Japan, and Australia, all from our Auckland site,” explained Mr. Leybourne. “Alloy Navigator allows us to support these 250 staff from one centralized location. We manage all aspects of IT support from help desk to level three issues, equipment rollout/maintenance, server support, and much more.”
In addition to its primary use, Wolters Kluwer Health New Zealand has customized the solution to meet the needs of its growing business in New Zealand, Australia, and Japan. According to Mr. Leybourne, the company prepared more than 200 business logic rules in addition to drafting supporting documentation and SOP guidelines for staff and IT. For example, Wolters Kluwer Health New Zealand customized the Alloy Navigator system so that all users are required to enter certain information (depending on the type of support that is being requested) each time a new ticket is opened. Other customizations and workflows include automatic routing of tickets; e-mail alerts and notifications; requirement to enter times and activity details in order to have the full history of a support request; and much more.
“Based on our customizations of Alloy Navigator, the system is now designed to build a rule to cover just about any imaginable circumstance,” said Mr. Leybourne.
Alloy Navigator is also used to track all IT equipment located within each office around the world. In addition, a Purchase Order system manages all IT purchasing, and a Library function tracks all loaned equipment such as laptops and digital cameras.