The University of Pretoria`s IT department has installed Peregrine Systems` ServiceCenter for improved internal support services for the university`s employees and various academic departments.
CCH Enterprise Solutions, a CC Holdings (CCH) company, is the South African distributor of US-based Peregrine Systems.
"We have installed this solution to have better management and monitoring of certain functions within our IT department," says Dr Hennie Venter, deputy director of user support at the University of Pretoria`s IT department."
Before installing Peregrine, the university used a service centre with a helpdesk application that was not year-2000 compliant. In addition it could only function as a helpdesk support facility.
The ServiceCenter system is currently being used by IT personnel for support purposes, however plans are underway to expand the procurement/request functions to other departments in the near future. The system is also being used for fault reporting and for the management of IT personnel. It is envisaged that configuration and management of IT assets will be implemented soon. There are about 100 users and this number is expected to increase.
"We chose the Peregrine ServiceCenter because it is the best suited to the overall needs of the university. We want superior delivery for our staff and this solution enables us to do this," says Venter.
"The University of Pretoria was looking for more than just another help desk solution. They were looking to implement a best-practice Consolidated Service Desk (CSD) solution with tightly integrated call, problem, change, SLA, work, configuration and procurement management," says Jose de Nobrega, Peregrine systems consultant at CCH Enterprise Solutions.
"They also needed a solution that had the most out-of-the-box functionality for a rapid implementation and rapid return on investment. Peregrine Systems ServiceCenter is regarded as the leading CSD system in the market and satisfied all the requirements."
Peregrine`s ServiceCenter is a suite of integrated application modules that focus on interrelated events, which occur throughout the lifecycle of a corporation`s infrastructure. It provides a true enterprise solution by combining infrastructure event management with full lifecycle asset management. The system`s Consolidated Service Desk application provides a single point of control for all infrastructures.
The software is being customised according to the university`s needs.
Modules currently installed include: problem management, request management, inventory configuration management, knowledge management, service level agreements, call service and reporting management, and work management. The university intends to install the modules over a period of time.
"We are extremely pleased to have University of Pretoria as one of the over 3000 Peregrine Systems customer reference sites," concludes CCH`s De Nobrega.
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