Stiverson Palma, Founder & Executive DirectorVery few non-IT departments exercise a service-oriented perspective for the internal business community, and many lack basic queue management and process workflows to support efficient and prioritized execution. IT Service Management is the application of service management models, tools and practices to other non-IT service domains within the business—with the objective of achieving higher productivity in their respective areas. Certsys—headquartered in Sao Paulo, Brazil—joined hands with the IT giant IBM to focus on developing products and solutions for information systems that have high availability and reliability. The partnership operates in three major areas: governance, systems integration, and information security.
SmartCloud Control Desk is a key solution to have emerged out of Certsys’s collaboration with IBM. This solution is Cloud and Smarter Infrastructure’s (CSI) unified IT asset and service management software that offers a common control center for managing business processes for both digital and physical assets. The solution enables control, governance and compliance to applications, endpoints and assets to protect critical data and prevent outages. IBM SmartCloud Control Desk is IT Infrastructure Library (ITIL)-compliant, accessible through mobile devices and integrates with social media and development tools.
Control Desk provides catalog services, easy-to-use self-service interface, and integrated management services. The Rapid Environment Setup (REST) programming interface allows easy integration with internal applications. “One of the key benefits of IBM SmartCloud Control Desk is reducing labor cost which is achieved by the implementation of automation task-based policy plans, task assignments, notifications, and workflows,” observes Stiverson Palma, Founder and Executive Director at Certsys.
Senac, Sao Paulo—one of the largest educational institutes in Brazil— leveraged SmartCloud Control Desk. Senac had two stipulated areas which required Certsys’s assistance: Senac IT and Senac for students and staff. Senac IT faced the challenge of having to close over a hundred student tickets and over four-hundred staff tickets in addition to the IT tickets.
One of the key benefits of IBM SmartCloud Control Desk is reducing labor cost, achieved by implementation of automation task-based policy plans, task assignments, notifications, and workflows
Prior to Certsys’s intervention, Senac had deployed two separate solutions for each stipulated area, making it arduous for IT to handle. The SmartCloud Control Desk delivered a unified solution to counter this dilemma. Whereas before deployment of the solution, Senac was able to support only IT tickets; post-deployment Senac has found the ability to support and close each and every ticket, whether IT, student or staff.
“Investing in quality solutions is one thing, we also train our technical and sales staff to understand the client’s need with specific solutions and to provide services at lower costs is what differentiates Certsys from other consulting companies,” insists Palma. Marching ahead, Certsys plans to continue the fruitful partnership with IBM, introducing newer solutions and attempting to better the existent ones.