"As a team, what most surprised us was the agility in implementing the processes in the tool, since our superintendent's office needed to urgently implement the solution, and we were able to meet and fulfill the deadlines established. We are one step closer to our dream ISO."

Project Manager for the ICTSuperintendent at Corsan, Jader Fraga Vieira.

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Low complexity of implementation

Integration between modules and areas

Cost x benefit relationship

Implementation and control of the performance metrics and indicators

Integrated components

More efficient and specific control of the ICTservice provider

As a team, what most surprised us was the agility in implementing the processes in the tool, since our superintendent's office needed to urgently implement the solution, and we were able to meet and fulfill the deadlines established. We are one step closer to our dream ISO.

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A tool that allowed workflows to be tailored to its demands

Given the company’s complexity and size, the operational area of its Information and Communication Technology (ICT) area, which is outsourced, needed a tool that allowed workflows to be tailored to its demands and that was comprehensive, following ITIL (Information Technology Infrastructure Library) standards. Jader Fraga Vieira, the Project Manager for the ICT Superintendent at Corsan, says that the lack of a robust tool resulted in the call platform being used exclusively by the ICTteam. Because of this, employees had to contact the Services Center to register a request for support.

“When the thirdparty company was changed, the software was also replaced, resulting in difficulties in migrating historical data. In
addition, with each chance there was a need for training, adaptations and education, for internal as well as external teams. During this time, various errors and obstacles were found, clearly showing the need for the company to have its own ICT management tool,” he recalls.

Flexibility and completeness

Vieira explains that the ESM (Enterprise Service Management) solution was chosen mostly based on the tool’s flexibility and completeness. “Considering that the company already uses various modules of the SoftExpert Suite, we would have an integrated management model with information from a variety of areas, without the need to rent or acquire new software to do this. In financial terms, it was understood to be economically viable, given the efficiency of operational processes and the lower volume of printing Implementation took approximately six months and was done by the team at ITSX, a SoftExpert partner company. ”

 “Consulting support was fundamental, since the consultant had knowledge and experience with ITIL, helping us on matters related to business rules. Furthermore, as a whole the tool’s flexibility allowed for cross referencing of data and procedures specific to our company with the ITIL, allowing for application of best ICT practices day-to-day at the company,” adds Vieira.

A significant increase in our user satisfaction

Among the benefits mentioned by Vieira are operational savings from process optimization as well as financial savings from controlling indicators. “We had an average reduction of three days in call service times. This moreover resulted in a significant increase in our user satisfaction. In relation to productivity, there was an estimated 20 to 25% rise, when accounting for the faster times in executing calls,” he says.

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