Aiming to improve reporting and workflow processes, Alberta Justice deployed Service Desk. The solution provides enhanced transparency for its clients and a more intuitive interface, resulting in improved internal buy-in and great client feedback.

Download pdf

"ADARIS supported us with the preparation, installation, configuration and training for Service Desk, ensuring a smooth and quick transition. I truly believe we would be at least 18 months behind where we are without their support."

ROBIN SEAMAN
Acting Network Manager for CTS
Alberta Justice

About Alberta Justice

Court Technology Services (CTS) is a team of government staff directly supporting the courts and judiciary, providing key business systems such as video conferencing, email, directory, network file/print etc.

Challenge

Historically, Alberta Justice looked towards Open Source when assessing new tools for its IT infrastructure. The appeal of no upfront license costs led it to Open Technology Real Services (OTRS), which was used for many years as a helpdesk management system. However, as the CTS team grew to 35 staff, supporting over 2,000 court and judiciary clients, it was felt OTRS consumed more person hours than it saved to justify continued use. The impact of system and application downtime is the reduced ability to hold court, as processes will have to be managed manually, directly affecting the public of Alberta seeking simple and timely access to justice.

In addition, CTS looked for a tool with improved reporting capabilities, an identified weakness in OTRS. Influenced by Information Technology Infrastructure Library (ITIL), a set of practices focused on aligning IT services with the needs of the business, CTS plans to move from working practices with change notifications to a more sophisticated and business-focused Change Management process.

Solution

Working with Canadian service provider ADARIS, CTS learned about Service Desk, a complete, ITIL-certified, application for managing service requests, incidents and changes across the network. Robin Seaman, Acting Network Manager for CTS, Alberta Justice, explains: “It was great working with ADARIS. One of our big challenges is a lack of staff resources which means people wear multiple hats and are stretched thinly. ADARIS supported us with the preparation, installation, configuration and training for Service Desk, ensuring a smooth and quick transition. I truly believe we would be at least 18 months behind where we are without their support.”

The CTS team receives up to 175 support request every week ranging from very simple IT support requests to complex ones, for instance related to the software modernization project underway currently. Using Service Desk every ticket is categorized and prioritized according to its impact on business continuity. The new system has been welcomed by the CTS engineers and an internal survey shows comments such as “it’s really effective” and “I like it much better than our previous system.” This means internal buying and adoption has been swift, with tickets being created for items which previously wouldn’t be captured.

Results

Seaman comments on the day-to-day impact of Service Desk: “The superior reporting function within Service Desk is already making a difference to us. We can report on very specific IT items, for instance, how many tickets were raised by our AS/400 support group. It has also helped us expose our limited resources and make a case for improving this. Reports are great for highlighting pain points you didn’t appreciate were taking up a lot of time.”

While CTS are working on a self-service portal for its judiciary clients, ticket status is kept up-to-date within the system and clients regularly receive an email update. Client feedback on this increased communication and transparency has been positive.

Incident management has been formalized using Service Desk with a workflow in place which automatically routes a reported problem into a ticket and monitors its journey to a resolution.

Seaman concludes: “Although ITIL wasn’t at the forefront of our mind when we looked at a new solution, we now appreciate that the ITIL workflow component within Service Desk gives us the scope to provide a much better service to our clients.

The move from an Open Source solution to a commercially supported one means that we can ask for assistance when we need it. ADARIS is a very knowledgeable partner with a close relationship to Novell (now a part of Micro Focus) and Micro Focus, which gives them a direct line back into development. They are experts in their field and bring their own real-world experience to our benefit.”

Download pdf

ALBERTA JUSTICE AT A GLANCE:

Alberta Courts are presided over by an independent judiciary. There are three levels of court in the province—the Court of Appeal, the Court of Queen’s Bench and the Provincial Court.

Industry:

Government

Location:

Canada

North America

Products:

Results:

  • Enhanced reporting capabilities
  • ITIL-compliance for structured change and incident management
  • Increased transparency for clients
  • Replaced Open Source solution

"The ITIL workflow component within Service Desk gives us the scope to provide a much better service to our clients."

ROBIN SEAMAN
Acting Network Manager for CTS
Alberta Justice

Chat Now

Ready to talk? Fill out the form below, or call .

* Required Fields

First Name is a required field
Last Name is a required field
Email is a required field
Company is a required field
Phone is a required field
City is a required field
Country is a required field
Address is a required field
Zip/Postal Code is a required field
State is a required field
Comments is a required field
I give Micro Focus and/or Micro Focus partners permission to contact me regarding Micro Focus products and services. View our Privacy Policy
is a required field

Request a Call

© Copyright Micro Focus or one of its affiliates