Case Studies > Cireson Solutions Help RTVSLO Create a Paperless IT System

Cireson Solutions Help RTVSLO Create a Paperless IT System

Company Size

11-200

Region

Europe

Country

Slovenia

Product

Cireson Service Management Solution
BMC Remedy
Microsoft Enterprise Agreement

Tech Stack

Windows-based Infrastructure

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Customer Satisfaction
Productivity Improvements

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)
Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Telecommunications

Applicable Functions

Business Operation
Facility Management

Use Cases

Digital Thread
Process Control & Optimization
Remote Asset Management

Services

System Integration
Training

About The Customer

Launched in 1928, RTVSLO is a national public broadcasting organization in Slovenia that offers radio and TV services. RTVSLO’s IT department employs 28 IT professionals. They support close to 2,000 users in multiple locations and 1,700 devices. About 90% of RTVSLO’s infrastructure is Windows-based.

The Challenge

RTVSLO needed to expand the number of help desk licenses available to its IT team. Due to budget restrictions, they were looking for a cost-effective way to solve the issue. Their solution at the time, BMC Remedy, required RTVSLO to pay for additional licenses to include the new members of the team. “We wanted to upgrade the platform, but as a public company, we had financial concerns,” said Bostjan Cernjak, Information Technology Department, System Development. “We learned that by using Microsoft’s Enterprise Agreement, the additional licenses would be almost free.” Before the deployment of Service Manager, RTVSLO relied heavily on paper documents to manage internal requests. They wanted to eliminate paper trails and to convert the record keeping system to the electronic format, which required the new system to offer comprehensive reporting capabilities. “While Service Manager covered all our platform needs, the reporting wasn’t good,” said Bostjan Cernjak. Another big issue was the language of the interface. Based in Slovenia, RTVSLO needed a solution that had a Slovenian interface, as well as documentation. “Localization is a big problem in Service Manager, everything had to be translated,” said Bostjan Cernjak. While the team at RTVSLO looked at a number of add-on solutions, they finally chose the apps from Cireson to customize and simplify their daily interactions with Service Manager.

The Solution

The IT team at RTVSLO deployed Cireson’s apps using their own resources. “The implementation was easy, we did the work ourselves,” commented Bostjan Cernjak. “The project took us around 2 months, but we spent most of that time preparing the content. We didn’t have many technical issues.” Once Cireson solutions were deployed, the IT team quickly noticed an increase in productivity of the workers. The apps helped the team centralize all their daily tasks, and simplify the way they resolved incidents and replied to user requests. “Everything is now in one place,” said Bostjan Cernjak. “Because of the simplicity of the Portal, everything is easy to find and understand.” Another important benefit that contributed to the increased productivity was Cireson’s language pack. It enabled the IT team to manage the system in their native Slovenian language from day one, instead of spending time and resources translating everything from English. Cireson solutions also helped RTVSLO achieve another original goal – to create a paperless IT business. Before the apps and Service Manager were deployed, all user requests had to be submitted on paper. In addition, every analyst had to organize his or her own work, creating a complex and disconnected record keeping system. “Now everything is organized automatically, our users are very happy,” said Bostjan Cernjak.

Operational Impact

The IT team at RTVSLO was able to deploy Cireson’s apps using their own internal resources, which saved the company time and money.
Cireson’s language packs allowed RTVSLO to manage the system in their native Slovenian language from day one, eliminating the need for translation.
The apps helped centralize all daily tasks, simplifying the way incidents were resolved and user requests were handled.
The transition to a paperless IT system was achieved, with all user requests now being submitted and managed electronically.
The simplicity of the Cireson Portal made it easy for the IT team to find and understand information, contributing to increased productivity.

Quantitative Benefit