National service provider for people on the autism spectrum Autism Spectrum Australia (Aspect) has deployed ManageEngine's suite of products to increase its efficiency and streamline processes.
Aspect said achieving efficiency is important to ensure "delivering services to people on the autism spectrum" as well as providing support to their families, carers, friends, and colleagues.
Aspect's employees are fundamental to the support it provides. While their services were rendered face-to-face in recent years, there is increasing demand to provide them online—whether through teletherapy, online assessments, distance education, or webinars delivered through its Aspect @nywhere program, which is accessible to students, clients, and participants.
Aspect's IT team maintains the efficiency of these online services through its IT infrastructure, according to Aspect senior systems engineer Tao Song.
It oversees responsibilities ranging from servers and networking to database applications. It faced the challenges of responding promptly to user IT inquiries while prioritising network and system security.
Additionally, the onboarding process for new employees involved time-consuming tasks such as creating user accounts, email addresses, and setting permissions.
To reduce time consumed, Aspect has adopted several ManageEngine products, including Endpoint Central, ServiceDesk Plus, and AD360, which are used by the IT Team, with each member leveraging them based on their daily tasks and responsibilities.
Song highlights the significance of ADManager in automating user account creation, email setup, and permissions assignment. "This automation significantly reduces the workload on the help desk team, allowing them to efficiently handle new starter onboarding tasks," said Song.
Song said Endpoint Central has proven invaluable in patching servers. This enables Aspect to ensure its IT infrastructure is up to date with the latest security patches and more resilient to cyberattacks.
"Automating the deployment of patches and defining policies streamlines the process, eliminating the need for manual efforts on each server," Song said.
The remote control feature in Endpoint Central supports end users, whether they are in the office or working remotely.
This includes software deployment tailored to the organisation's needs, contributing to the overall efficiency of daily administration.
"Service Desk Plus, on the other hand, is being heavily used by the IT help desk. It is helping us to get the user inquiries resolved as quickly as possible," Song said.
Two additional instances—Tass and HR—have been onboarded. Tass supports Aspect's internal education application, while HR serves as the service centre for HR-related enquiries.
Aspect has also expanded its use of ADSelfService Plus. Users can now handle tasks such as password changes and location updates, reducing dependence on the IT team and saving valuable time.
Of vital importance is Aspect's satisfaction with ManageEngine's support, emphasising the timely responses by the company's team.
ManageEngine not only addresses raised tickets promptly, but also anticipates and addresses potential requirements for Aspect
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Service Desk Plus, on the other hand, is being heavily used by the IT help desk. It is helping us to get the user inquiries resolved as quickly as possible
Tao Song, Senior systems engineer
As originally published on iTWire