CASE STUDY

Single platform for internal users and end customers

96% of set goals met

About the company

Energotel, a.s., Bratislava provides services of nationwide telecommunication network built on optical infrastructure, especially for telecommunication operators. For its customers it provides cyber protection of their network and technologies.

Goal

Create a more flexible web-based communication platform, i.e. a single platform for internal users (employees) and end customers. The solution was to result in a comprehensive system for managing IT activities, including registration of technical equipment and services, processing of requests and work orders. The software used so far did not meet these requirements.

„CDESK has become an essential tool for managing our IT activities. Thanks to the very good support, we rate this product very positively and recommend it to any company that needs a reliable and efficient solution for managing technical infrastructure and managing problems and tasks. CDESK is the means to ensure and prove the functionality of processes within the ISO 9001, 20000-1 a 27001 standards.”

Andrea Klučková, Service Designer, Operations and Maintenance Section, Energotel a.s.

Pre-deployment status

Energotel needed to create a database of mission-critical data: in particular, incident management with SLA tracking (monitoring the quality of the service delivered), SLO (availability tracking) of services provided, requirements management, CMDB (configuration database) and detailed electronic documentation of events. Energotel wanted a more sophisticated configuration database solution (many properties of configuration items), the possibility of custom settings, names of monitored parameters or notifications of events (e-mail, sms), but also the possibility of discussion in the ticket environment.

Solution

CDESK offered a solution that met the required objectives and streamlined the work at Energotel.

All events are simply created via the catalogue of requests. When creating a request through the catalogue of requests, the user selects the tile that best describes the subject of their request. The requests use a prioritization of events into groups based on individual SLAs (Service Level Agreements). Regular requests are used by Energotel for pre-scheduled calibrations, license renewals, access control, etc.

In the configuration database, services, circuit constructions, objects, clients, SLAs and devices, cables, etc. are registered. The system actively works with the data of these devices and registers planned work, e.g. for device repair. For each item, a notification is sent to customers about maintenance or outages for a certain period.

The Approval module is primarily used by Energotel to approve changes in IT security.

Comprehensive monitoring and management of IT infrastructure and equipment is available thanks to the connection to Customer Monitor.

All requests / orders for underground telecommunication line surveys from the external form are also registered and synchronized in CDESK.

Conclusion

It was important for Energotel that CDESK was implemented within the required timeframe. CDESK has enabled a configuration database to be easily created and maintained, giving the company an accurate overview of all technical devices and their interrelationships.

CDESK is an efficient tool for keeping track of requests and work orders. This allows you to track the progress of various events and incidents, assign them to technicians and monitor their status. This has significantly increased the ability to respond quickly to customer needs and ensure quality service.