INOVA FCU

INOVA FCU

INOVA FCU is a federally insured credit union established in 1942 and headquartered in Elkhart, Indiana. They serve over 30,000 members and the employees of more than 500 companies throughout the United States and provide 8 branch locations across 3 states, supplemented by a partner network of 4,000 branches and 35,000 free ATMs.

INOVA FCU has been a client of Help Desk Technology Corporation since 2009 and uses ServicePRO for Change Management and Service Desk Management.

Industry

Banking / Finance

The Challenge

INOVA FCU needed a system to handle Change Management and Service Desk Management within their organization, as well as a method for monitoring their progress.

The Solution

Using ServicePRO, INOVA FCU designed a custom form for Change Management requests to categorize and elucidate the nature of a requested change.

The Benefits

By using one unified system (ServicePRO) for both Change Management and Service Desk Management, INOVA FCU is able to easily review and track the work of their entire IT department in one location.

The Challenge

INOVA FCU needed a system to handle Change Management and Service Desk Management within their organization, as well as a method for monitoring their progress. Change Management is important in managing alterations made to IT products, services, and procedures.

INOVA FCU needed ways to track and report these critical changes, ensuring the necessary prerequisites were present before proceeding to the next task. Their IT staff needed a robust system, usable across multiple departments. Not only did the solution need to keep track of their cases, but they needed it to be effective in meeting their Service Level Objectives (SLOs).

The Solution

Using ServicePRO, INOVA FCU designed a custom form for Change Management requests to categorize and elucidate the nature of a requested change. These requests track the progress of pending changes, and their status is reviewed weekly.

In addition, ServicePRO provided INOVA FCU with the ability to design skill-based queues, and set up categories to structure their service desk operations. Submitted and updated requests could provide valuable information for reporting on Service Desk activities.

The Benefits

By using one unified system for both Change Management and Service Desk Management, INOVA FCU is able to easily review and track the work of their entire IT department in one location. With ServicePRO’s Data Analysis feature, INOVA FCU uses specially-designed custom reports for effective identification of SLO statuses and request management. These visual indicators allow the staff to effectively track SLO performance for Service Desk requests.

ServicePRO provides a variety of ways to design queues and categories to structure service desk operations and manage service requests, empowering INOVA FCU’s support reps with tools for monitoring and reporting on their Service Desk. These tools ensure major processes are always being tracked, improving overall work efficiency and productivity.