Sergio Arboleda University and Ayté
An Alliance for Technological Modernization
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Founded in 1984, Sergio Arboleda University in Bogotá is one of the most prestigious educational institutions in Colombia.
In order to maintain its leadership, the University faced the challenge of updating its old IT service management system.
Benefits
Continuous Support: With Ayté's Hourly Support Plan, the University efficiently manages its IT systems, resolving incidents, and optimizing configurations.
Effective Collaboration: Cooperation between Ayté and the University was key to the success of the project, highlighting the diligence and willingness of both parties.
CHALLENGE
The University had been using version 3 of OTRS Community Edition since 2013, implemented by Ayté.
Over time, this version became obsolete, causing performance issues, bugs, and limitations in customization.
Solution and Implementation Process
Ayté proposed and executed a strategic migration of the system from version 3 to version 6 of OTRS, and subsequently to OTOBO 10.1. This modernization process was carried out under a thorough analysis of the University's needs, ensuring the incorporation of its corporate image and compliance with all security policies.
Results:
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Performance Improvements: The new version resolved issues of slowness and incompatibility.
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Bug Fixes: The update eliminated errors from the previous system.
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Customization and Modernization: Specific configuration adjustments were achieved, and new functionalities were leveraged.
Conclusion
Sergio Arboleda University, thanks to its alliance with Ayté, has not only modernized its IT Service Management System but also ensured continuous and efficient support, remaining at the forefront of technological management in the educational sector.
Who Made It Possible?
U. Sergio Arboleda Team
Oscar Díaz - Technology Department
Ayté Team
Lina Arboleda - Director of Process and Service Management
Jonathan Casavilca - Developer
Jeyson Duque - Consultor. Solutions Architect Associate y Security Specialty de AWS
Miguel Sánchez - Consultor. Solutions Architect Associate
At Ayté, we have been installing, configuring, and supporting Service Management Information Systems such as OTRS and OTOBO for over sixteen years, in more than eight countries for more than 150 organizations. We are currently an OTOBO Enterprise Partner and offer this solution in SaaS mode using AWS services. If you want to learn how we can take your organization to a more efficient service management without licensing costs, contact us.