How the Archdiocese of Philadelphia optimized their IT through accurate IT Asset Data for rapid ticket resolution with HaloITSM and Lansweeper
Faster resolution times
One centralised system for all asset inventory and ticketing needs
Improved user satisfaction levels
Quickfire Q&A Case Study with the Archdiocese of Philadelphia
Archdiocese of Philadelphia
In a sentence or two, tell us what your company does.
The Archdiocese of Philadelphia is the main head-quarters for the Roman Catholic Church for Eastern Pennsylvania. The Office of Information Technology (OIT) for the Archdiocese of Philadelphia covers all IT needs for the Human Services entities of the Archdiocese. These entities would include but not limited to the main Archdiocesan building, Catholic housing and community service sites, Catholic homeless shelters, Catholic youth centers, Catholic developmental program facilities, and Catholic nutritional development locations.
Before you started using HaloITSM and Lansweeper together, what problems were you facing?
In terms of a ticketing system, we used a tool that did the basics but it was holding us back from delivering the level of service we wanted to, due to its limitation in functionality. With HaloITSM, we now have access to more extensive functionality that meets all of our needs. Furthermore, we can continue to implement additional features, that are available within the system to further improve our service as we see fit, due to the nature of the HaloITSM package, which is all-inclusive. All that we need to do is to switch it on in the settings tab.
Now moving on to Asset Management – this was a challenging process for us. It was difficult for us to easily obtain end-point information (warranty, purchase date, technical specs, device name, last user login, etc.) without barraging our users with endless questioning. But with Lansweeper, we now have complete and accurate IT asset data. The ability to manage end-point devices from a single page is a very handy feature and gives us a great advantage when working on our day-to-day support requests.
Since we moved over to HaloITSM and Lansweeper, we now have far greater autonomy over our service and have received many complements on the system for its ease of use and modern look. Our technicians love the tool, finding it easier to navigate than previous tools and our end-users are much happier with our service.
“With HaloITSM and Lansweeper, we now have complete and accurate IT asset data and deliver faster resolution times.”
Matt Colucci – Network/Security Support Specialist at Archdiocese of Philadelphia
What are some of the concrete ways HaloITSM and Lansweeper have helped you?
Since implementing HaloITSM and Lansweeper together, we now deliver faster resolution times and have seen a significant rise in user satisfaction. The use of proper workflows in HaloITSM has streamlined our troubleshooting process with simple one-click buttons to easily move tickets from received to resolved. Lansweeper has allowed us to easily obtain end-point information (warranty, purchase date, technical specs, device name, last user login, etc.) without barraging our users with endless questioning. Overall, we’re very satisfied and will continue to use these solutions for many more years.
Would you recommend using HaloITSM and Lansweeper together and why?
We would definitely recommend using HaloITSM and Lansweeper together. The overall benefits that these two applications provide, as discussed previously, makes supporting our requests effortless.
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