Customer Success Story
assyst by Axios Systems helps deliver efficient IT support to all the staff of
University Clinical Centre Ljubljana, Slovenia’s largest hospital.
www.kclj.si
Industry Sector:
Health Services
Benefits
..Improved IT service
support by standardizing
around a single tool.
..Service Desk first-level
support now resolves
17-19% of all reported
incidents as a result of
the assyst Knowledge
database.
..Recognized by customers
as having improved by
establishing a single
point of contact and
shortening response
times.
..Management now has
a single comprehensive
view of all IT assets used
by more than 7,300
employees in over 20
locations
..Service Desk personnel
able to use system in
Slovenian (which did not
require any additional
software development or
programming)
www.unistarlc.si www.askpro.si
The Organization
Ljubljana’s central civil hospital was founded in 1786 and has seen remarkable growth
and development over the past two centuries. Today, it houses 2,390 beds and employs
more than 7,300 people making it a large hospital by any European standards. UKC
Ljubljana is also the largest medical education institution in Slovenia with over 1,000
students, interns and medical registrars joining each year.
While the UKC Ljubljana facilities are scattered across more than 20 locations throughout
the city, they all share a common information network. The IT department is centralized,
and some of their functions are outsourced.
The Challenge - Lack of visibility, limited efficiency & regularly recurring issues
After an in depth review, it became clear to the management team at UKC Ljubljana that
the Service Desk operation lacked efficiency due to poorly defined functions, lengthy
response times, and no feedback being provided to end users on the status of the
incidents reported. Ticketing and follow-up on incidents was often done manually, making
reporting very difficult, and monitoring and controlling the incidents taken care of by
external contractors was even more complicated. The lack of Problem Management often
lead to re-occurring issues.
Controlling and managing the equipment in use by the 7,300 staff that were spread
across multiple locations was another challenge the hospital
was facing. Individual departments were acquiring and
connecting new equipment without informing the
IT department, which meant they did not have an
accurate asset inventory.
The Strategy - Move towards a centralized
process-driven Service Desk & outsource
The organization recognized the need to establish
a centralized system in order to improve efficiency
of incident tracking, resolution and reporting.
They wanted to be able to review past actions
and incidents, compile statistical reviews and
generate management reports. The company
also needed a configuration database in order
to gain control over the assets.
www.axiossystems.com
“An essential part of UKC Ljubljana made the decision to outsource their IT services, given the scale of their
my work is reporting operation and limited in-house resources. During the public tender, Unistar, a well
and analyzing, established Systems Integrator in Slovenia, was selected from the short listed companies.
and assyst makes One of the key factors that helped Unistar win the deal was the solution they offered for IT
the follow-up and Service Management, assyst from Axios Systems.
monitoring of all
reported events as Service Desk Support is provided 24 hours a day, 7 days a week. Unistar now work as
well as full reporting a single point of contact for the hospital staff and use the assyst application to manage
for further analysis services.
and planning
possible”. Andrej Dočinski, the Service Desk Manager, says: “As a Service Desk manager, I have
been actively involved in the implementation of assyst, as well as in the development and
Andrej Dočinski, formation of the user-support organization. An essential part of my work is reporting and
Service Desk Manager analyzing, and assyst makes the follow-up and monitoring of all reported events as well
as full reporting for further analysis and planning possible”.

With assyst enabling the IT department to now continuously monitor what was
happening, the focus has moved on to addressing Problem Management. This will
enable the team to identify where proactive action can be taken. Within the framework
of Change Management, certain processes have been implemented to enable the UKC
management team to approve and confirm changes via web interface (for example,
purchasing of new equipment).

Service Level Agreements (SLAs) are actively in use for the management of outsourcing
service providers, as well as for internal departments where prompt action and flawless
operation of the equipment are of vital importance – such as emergency rooms and
surgery departments.

Most recently, end users have been encouraged to log their own incidents via assystNET,
Axios’ end-user self service interface, in order to ease pressure on the Service Desk.
The online interface also allows them to check the status of their incidents. To make
the application as user-friendly as possible, the web interface for field technicians and
end users is delivered in Slovenian. End users also use it to post their opinions on how
satisfied they are with IT service support.

Putting a Configuration Management Database (CMDB) in place

In order to manage resources effectively, it is essential to know exactly what the
organization has. UKC Ljubljana realized that using a CMDB would be the most efficient
way possible of doing this.

In order to ensure correct and up-to-date information, out-of-the-box import interfaces

within assyst CMDBs pulled user data from the UKC personnel database and IT resources
data within IBM Director, to populate the assyst system. As a result, the assyst CMDB
not only provides accurate information on all IT resources, but also on the corresponding
users and relationships between them. The seamless integration between the CMDB
and all other ITIL processes required no additional programming or development within
assyst.
 Customer Success Story

The Results - Overall improved efficiency, comprehensive oversight &

customer recognition
The ITSM improvement initiative has enabled UKC Ljubljana’s management to gain a
comprehensive up-to-date view of the assets within the organization, the trends and
recurring issues that can be addressed and the overall performance of the outsourced
ITSM team against agreed SLAs.

“assyst gives us all the functionality we ever looked for,” commented D.Sc. Milan
Črv, CIO of UKC Ljublijana. “assyst enables us to prove to our users that we are
really delivering a good service. The various support groups are now working as
one team, managing incident resolution and providing other support as required. We
have eliminated unnecessary paper work. Overall, end users are more satisfied and
often give positive feedback.”

IT service support has improved and response times have shortened significantly as
a result of standardizing processes around a single tool. More importantly first-level
service desk now resolves almost 20% of all reported incidents, as a result of having
an effective knowledge management system in place.

Management now has a single comprehensive view of all IT assets used by more
than 7,300 employees in over 20 locations, allowing them to better manage
upgrades and configuration.

In the near future, the hospital plans to use assyst CMDB for the HR Department
to centralize information on all end-users and link them to the equipment they use.
UKC also plans to use assyst CMDB to support the management of servicing of all
medical equipment.
We got all the pieces we
needed in one tool. Instead
of dealing with pieces of a
process, Axios led us to ITIL’s
Best Practice framework
which has helped us to
develop a fully structured
process.

Parkview Health - Trusted Care

assyst is the hub and

life blood of our service
University Clinical Centre Ljubljana, Slovenia organization.

National Health Service -

National Services Scotland
 Customer Success Story

11 8 CSS UKCL EN v1.1

www.axiossystems.com