“If we used our former service delivery tool and were to get the service centres onto that, we knew it was going to be a cost factor of five or six times more,” he said.
Sangster now plans to implement tools for other service delivery needs in the organisation and is currently looking at Microsoft Dynamics. The intention is to move away from individual development solutions and onto a central platform.
“What we’ve realised over the time… is that platforms are the way to go rather than individual development solutions,” he said. “We’ve really been focusing on upgrading all our platforms and moving retiring internally built systems onto the platforms. We are seeing a gain there, both from our time to deliver and maintainability of it.”
Brendan Dalton was appointed to the CIO role at CSIRO in July.
Ad hoc service delivery processes at the CSIRO had turned line-of-business support into a complex, fraught issue
Deploying Atlassian’s service desk platform through an Agile approach has allowed IT teams to keep on top of service requests more easily as well as provide transparency around workloads.
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