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Best Practices in IT / Facilities Management

5/30/2013

Ballroom ESoutheast Regional Conference 2013

Atlanta (GA)

Suri Anantharama, PMP Chief Technology Officer [BOSS]

Paul Garrett, IT Director [North Greenville University]

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Best Practices in IT / Facilities Management

Case Study 1 – AIB College of Business

Case Study 2 – North Greenville University

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Case Study 1 - AIB College

•  Non-Profit college environment

• 17 Buildings

• Residential Facilities

• Multiple Service Desks

• Manual Work Orders for Facilities

• Lack of change management•  No centralized Asset Tracking

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Major Challenges – AIB College

• Management –   No Dashboard / Metrics

• Facilities - Pending Work orders

• Security - campus incidents• IT - Asset Management

“They were using Numara software but there were gaps

and required significant upgrade / training costs!” 

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It was not just an IT decision… 

• Denise Cody - IT

• Chris Schmidt – Facilities

• Paul Winget - Finance

“College was able to justify the costs as the solution

helped to define catalogs, track service requests and

 provide metrics on all service departments….. IT,

Facilities, Campus Security…” 

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BOSS Support Central Solution

• Management –  Customizable Dashboard

• Facilities Automation• Service Catalog

• Pre-defined Templates

• Scheduled Work orders

• Security - campus incidents

• Submission from iPhone / iPad / Android

• Routing & Escalation

• IT - Life Cycle Management

• What, Where, Who & How?

• Barcode Labels, Update location / status using Android / iOS

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Customer Comments..

Denise Cody , MSIA, PMPSr. Director of IT

“Deploying the Boss System has allowed the IT

team to have more concise trends and analysis”” 

“Having this capability has allowed us to focus on

the real issue to get to the real solution ; In turn this

has brought a cost savings and an increase incustomer service” 

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BOSS Solution Benefits… 

•  New Revenue –  Lost Keys Replacement

• Facilities –  Savings in labor cost, better estimation

• Resources –  Project timesheet, team utilization

• Customer Satisfaction –  !!!

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Scenario 2 – North Greenville University

• Small liberal arts university

• 2,500 students / 300 faculty and staff 

• 98 buildings

• 6 IT staffers

• 1 helpdesk staffer and 20 students

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TechQual+• Slow turn-around

•  No communication at submission or completion

• Helpdesk is not ready technically•  No accountability

• Mixed reviews (type A/B)

• Current system not trusted by clients (sticky note)

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Goals

• Improve service levels

• Improve communication with clients

• Manage assets (what, where, and suitability)

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Requirements

• Business process change

• Document everything

• Establish a call center (level 1)

• Dispatch (office calls)(Level 2)

• Communicate expectations and completion

• Tracking and management tool

• Meets our business needs• Stable platform

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Choose BOSS

• Multiple entry points for submission

• Data customization

• Multiple remote control extensions

• Remediation scripting

• Active directory sync

• User portal

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Results (Anecdotal)

• Improvement in feedback from type A

• First-call resolution in place (positive results)

• Reduced number of office calls / more hardware

 based

• Clients using BOSS communication for feedback 

• Higher level of trust in submission to system

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 Asset Life-Cycle – Cradle to Grave

• Asset Tracking across Enterprise

• Know W-W-H about your assets

• Track issues/changes/updates/moves

• Asset Depreciation, Warranty alerts

• Software Audit & Compliance reports

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 Automation of Facility/Public Works

• Manage all facility related Work orders

• Schedule PMI (Preventive Maintenance Inspection)

• Tag assets with QR codes / Barcodes

• Manage equipment warranty, contracts

• Track issues/resolutions, time & cost

• Charge back reports

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Lower TCO – Save costs!

• Track Network Assets like Printers, etc.

• Track Maintenance Warranty, Contracts

• Monitor # of tickets created for Assets

• Track labor cost, parts, time sheet

• TCO Reports and review meetings

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Human Resource

• Employee On-boarding / New Hire

• In-house training

• Track in-house training details

• Attendee list, schedule, feedback 

• Attach/archive Material/handouts

• Employee Survey on new initiatives• Retirement / Termination scenarios

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  Questions…? 

Suri Anantharama

(404)933-6145

suriya@boss-solutions.com 

Chief Technology Officer 

BOSS

Paul Garrett

paul.Garrett@ngu.edu 

North Greenville University