Unico needed a flexible IT service management system in order to keep up

Unico needed a flexible IT service management system in order to keep up

In order to keep up with business growth and diversification, Unico needed a flexible IT service management system which catered to office-based and off-site staff, allowed for an external customer IT service centre and had ample secure storage.

In order to keep up with business growth and diversification, Unico needed a flexible IT service management system which catered to office-based and off-site staff, allowed for an external customer IT service centre and had ample secure storage. 
SaaSam, using Agiloft, was able to create a customised ITSM that ticked all the boxes.
Unico is an Australian technology services company based in Melbourne, creating tailored technology systems, products and solutions across the telecommunication, sports, public sector and utilities and finance industries. 
With business booming and Unico’s current IT service management system no longer meeting the company’s needs, it was time to look for a new solution. David Eales, Unico head of customer operations and 
security, says they were looking for “a dedicated ITSM designed for both external and internal incident, problem and service management that could be extended to provide release and change management based on ITIL v3 principals.”

The solution also needed to be flexible, allow for growth, and have excellent workflow and reporting capabilities.

Unico needed a vendor who could support them in the Australian time zone, design, implement and maintain the system, support 3rd party integrations, and provide options for self-hosted and SaaS solutions. Rob Hailey, project manager at Unico, found that most vendors were unable to meet their exact requirements and the ones that did were difficult to engage.
SaaSam and Agiloft stood out from the crowd.

“Agiloft/Saasam did outstanding pre-sales demonstrations and client care information sessions that addressed all requirements within agreed timeframes,” says Rob. SaaSam’s experienced project manager, Carol Prior, who is based in Sydney, planned the implementation, with three phases designed to piece the system together one step at a time. 

Phase one was the external ticket management and phase two was the internal ticket management. Phase three was implemented by Unico and consisted of integration with the Jira application. Further phases will address release and change management. Rob asserts that since implementing their new system the benefits have been clear, with the company seeing a dramatic improvement in performance reporting effort and error rates. “Monthly client KPI reporting has been reduced from 3-4 days to 2-3 hours. Ad-hoc reporting on SLA KPIs has been implemented with a few hours’ effort; this was not possible prior to Agiloft and has provided important insights into our performance and quality.” 

Unico’s new system has also seen security compliance issues be resolved, improved reporting of outcomes and more accurate insight into the business’ strengths and weaknesses. Overall, SaaSam and Agiloft provided a solution that not only met the criteria, but exceeded it as well. SaaSam is excited to propel Unico forward further with future phases and integrations.