Case Studies > Calcasieu Parish Police Jury Engages Cireson’s Services & Apps to Revitalize IT Department

Calcasieu Parish Police Jury Engages Cireson’s Services & Apps to Revitalize IT Department

Company Size

1,000+

Region

America

Country

United States

Product

System Center Service Manager
Cireson Essentials Management Stream
My Active Work Items
Notify Analyst

Tech Stack

Windows-based Infrastructure
System Center Service Manager
Cireson Solutions

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Digital Expertise
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Functional Applications - Enterprise Asset Management Systems (EAM)
Functional Applications - Remote Monitoring & Control Systems

Applicable Functions

Business Operation
Facility Management

Use Cases

Predictive Maintenance
Process Control & Optimization
Remote Asset Management

Services

Software Design & Engineering Services
System Integration
Training

About The Customer

Founded in 1840, The Calcasieu Parish Police Jury (CPPJ) is a local government agency located in Southwest Louisiana. With 15 jurors at the helm, CPPJ offers all the typical government services of a parish. The CPPJ IT department retains 10 employees and supports 600 users with 450 desktop computers in 8 locations. About 95% of the CPPJ infrastructure is Windows-based.

The Challenge

The IT team at CPPJ didn’t have a professional help desk solution before they deployed System Center Service Manager. The choice to go with Service Manager was simple - according to Charles Burton, Information Technology Director, “We chose Service Manager because it is integrated with System Center.” The majority of CPPJ’s infrastructure is Windows-based, so their main concern was to find a system designed for their environment. From the end of the previous year, CPPJ the team had trouble customizing the workflow process, resulting in additional delays and wasted time. After a year, the IT team realized they would need various enhancements to meet their needs, as well as experienced consultants to guide them through the process. Ultimately, CPPJ chose Cireson’s professional team to help implement the Cireson solutions, as well as customize Service Manager’s implementation. Talking about other competing solutions, Charles Burton, Information Technology Director, said “The CP IT department invested in the Microsoft System Center solution to monitor, maintain and track the technology services and needs within our organization. The third party tools available on the market were a mixed bag of partial solutions and unneeded functionality. Cireson was found to have the most complete set of solutions with simple implementation steps.” With Cireson’s help, the IT team wanted to achieve three goals: gain visibility into the work of the IT department, better manage daily service requests, as well as understand how cost is allocated for their IT needs.

The Solution

With the help of Cireson’s consultants, CPPJ’s IT department re-engineered and customized Service Manager at the end of 2012 with the integration of Cireson solutions. When commenting on the deployment process of the apps, Charles Burton revealed, “Our Cireson solution testing time frames were considerably short before moving into production since the tools functioned as promised.” The Cireson apps that helped them achieve their goals included Affected User, Group Assign, My Active Work Items, and Notify Analyst. One of the most popular and widely used, My Active Work Items, has helped CPPJ’s IT team simplify and significantly improve their daily routine of resolving incidents, and dealing with service requests. Another important solution that keeps the IT workers always informed about assignment changes is Notify Analyst. “Since implementing Service Manager we had used a number of methods to notify affected users and analysts and none were complete. Cireson made the notifications easier to manage and maintain,” said Charles Burton. With no extensive coding required, all task assignments and re-assignments in Notify Analyst can be done with the click of a button. By deploying Cireson solutions, CPPJ’s IT department was able to increase productivity of its analysts, while tracking and measuring the work of the overall department, as well as individual workers. By using the new insights, they are now able to better plan for the future, while providing great customer service to their users.

Operational Impact

CPPJ now has insight into how the department functions due to enhanced automation. Armed with this knowledge, they can create benchmarks for evaluating performance of their IT department.
By drastically reducing the number of clicks and steps required to accomplish each assignment, Cireson solutions not only save time, but also make the work process easier and more enjoyable for analysts and their support teams.
Each form used by the department is designed to reduce and eliminate all unnecessary and time-consuming steps. Updates and new features added consistently enhance their experience.

Quantitative Benefit