Department provides over $80 million in IT services to ~300 Arkansas state agencies and organizations. ARDIS faced increasing challenges with an aging service management platform, regulatory and audit requirements, and customer demands to be more agile. Performance penalties made it critical to “not miss a beat” during IT changes.
Solution
Division IT Call Center to intake, work, and resolve tickets for customer employees across multiple agencies. New customer portal to submit and view ticket status across agencies with a unified view.
Results
Used Shared Services pattern to allow additional collaboration between agencies. Unified view of tickets being worked across IT resources from different agencies. Provided foundational elements for future growth and increased value.
Services
- ITIL advisory, process improvement, service center operations
- Enterprise Service Management
- Advanced Regulatory & Security Compliance
