实例探究 > Australian Rail Track Corporation Uses Cireson to Create a State of the Art Reporting and Tracking System

Australian Rail Track Corporation Uses Cireson to Create a State of the Art Reporting and Tracking System

公司规模

Large Corporate

地区

Pacific

国家

Australia

产品

Cireson Business Management Solution
Cireson View Builder
Cireson Dashboards
System Center Service Manager

技术栈

Microsoft SharePoint

实施规模

Enterprise-wide Deployment

影响指标

Productivity Improvements
Customer Satisfaction
Digital Expertise

技术

功能应用 - 企业资源规划系统 (ERP)
应用基础设施与中间件 - 数据交换与集成
应用基础设施与中间件 - 数据可视化

适用行业

运输

适用功能

商业运营
质量保证

用例

远程资产管理
预测性维护
过程控制与优化

服务

系统集成
培训

关于客户

The Australian Rail Track Corporation (ARTC) is a government-owned organization that operates and manages the railroad infrastructure in Australia. Established in 1998, ARTC provides access to the railroad network for freight and passenger train operators. ARTC’s IT department offers support to about 1,500 users in 50 locations. The 106 IT employees also manage about 3,500 user devices. The organization plays a crucial role in ensuring the smooth operation of Australia's rail network, which is vital for both freight and passenger services. ARTC's IT department is responsible for maintaining and improving the technological infrastructure that supports these operations, making their role critical to the overall efficiency and effectiveness of the rail network.

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挑战

Before ARTC implemented System Center Service Manager, the IT department used a home-grown help desk product to support their users. The simple solution didn’t provide many automation features, and lacked an effective way to track user requests. In addition, it couldn’t be fully integrated with Microsoft SharePoint, used extensively by the IT department. The deployment of Service Manager was brought on to resolve the issues of the original help desk solution, and provide a wealth of other benefits such as extensive automation features, speeding up resolution of incidents, connection of all important backend systems, easy integrations with SharePoint, intelligent tracking of user requests, and the ability to mine data to understand IT trends and patterns. Furthermore, Service Manager did not require a large financial investment, making it a highly attractive replacement for the outdated help desk solution. To enhance Service Manager’s capabilities, the IT department looked at two add-on solutions – one from Cireson, and another one from Provance. The solutions from Cireson offered the exact fix to ARTC’s concerns, prompting the IT department to go with Cireson.

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解决方案

The deployment of Cireson’s Business Management Solution was quick and easy and straightforward and the ease of working with Cireson solutions was a welcome enhancement overall. ARTC didn’t need to hire an outside consultant to deploy Cireson, all the work was completed in-house. After Cireson was deployed, it took the IT department only half a day to train the employees on how to use the Platform. Once the basics were explained, the employees were able to immediately start working with the solutions running on top of Service Manager. The Analyst Portal enables ARTC’s IT employees to access their dashboards and complete daily tasks from any browser, device, or operating system. They are no longer limited to only working from their workstations. Now, customer requests can be resolved even when the employees are away from the office, enabling the users to get help as soon as possible. For ARTC, one of the problems with the original deployment of Service Manager was its lack of solid reporting features. Cireson Dashboards was the answer to the problem, which track key performance indicators for the entire IT team, and presents the results in an easy-to-read, graphic form. “We can see exactly what our guys are doing at all times,” said Brad Lacey. “It allows us to leverage our staff members, and resolve problems faster.” The ARTC team continues to evaluate and deploy more apps from Cireson as needed. They are planning to implement the Asset Management and Self-Service solutions in the next few months to reap even more benefits from automating essential daily tasks.

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运营影响

The deployment of Cireson’s Business Management Solution was completed in-house without the need for external consultants, showcasing the ease of implementation.
The IT department required only half a day to train employees on the new platform, allowing for a swift transition and immediate use of the new system.
The Analyst Portal provided flexibility for IT employees to access dashboards and complete tasks from any browser, device, or operating system, enhancing remote work capabilities.
Cireson Dashboards offered robust reporting features, enabling the IT team to track key performance indicators and present results in an easy-to-read, graphic form.
The ARTC team plans to implement additional Cireson apps, such as Asset Management and Self-Service solutions, to further automate and enhance daily tasks.

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数量效益