1. Best Practices in IT / Facilities Management 5/30/2013 Ballroom E
Southeast Regional Conference 2013
Atlanta (GA)
Suri Anantharama, PMP Chief Technology Officer [BOSS]
Paul Garrett, IT Director [North Greenville University]

2. Best Practices in IT / Facilities Management
Case Study 1 – AIB College of Business
Case Study 2 – North Greenville University

3. Case Study 1 - AIB College
Non-Profit college environment
17 Buildings
Residential Facilities
Multiple Service Desks
Manual Work Orders for Facilities
Lack of change management
No centralized Asset Tracking
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4. Major Challenges – AIB College
Management – No Dashboard / Metrics
Facilities - Pending Work orders
Security - campus incidents
IT - Asset Management
“They were using Numara software but there were gaps and required significant upgrade / training costs!”
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5. It was not just an IT decision…
Denise Cody - IT
Chris Schmidt – Facilities
Paul Winget - Finance
“College was able to justify the costs as the solution helped to define catalogs, track service requests and provide metrics on all service departments….. IT, Facilities, Campus Security…”

6. BOSS Support Central Solution
Management – Customizable Dashboard
Facilities Automation
Service Catalog
Pre-defined Templates
Scheduled Work orders
Security - campus incidents
Submission from iPhone / iPad / Android
Routing & Escalation
IT - Life Cycle Management
What, Where, Who & How?
Barcode Labels, Update location / status using Android / iOS
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7. Customer Comments.. Denise Cody , MSIA, PMP Sr. Director of IT
“Deploying the Boss System has allowed the IT team to have more concise trends and analysis””
“Having this capability has allowed us to focus on the real issue to get to the real solution ; In turn this has brought a cost savings and an increase in customer service”
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8. BOSS Solution Benefits…
New Revenue – Lost Keys Replacement
Facilities – Savings in labor cost, better estimation
Resources – Project timesheet, team utilization
Customer Satisfaction – !!!
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9. Scenario 2 – North Greenville University
Small liberal arts university
2,500 students / 300 faculty and staff
98 buildings
6 IT staffers
1 helpdesk staffer and 20 students
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10. TechQual+ Slow turn-around
No communication at submission or completion
Helpdesk is not ready technically
No accountability
Mixed reviews (type A/B)
Current system not trusted by clients (sticky note)

11. Goals Improve service levels Improve communication with clients
Manage assets (what, where, and suitability)

12. Requirements Business process change Tracking and management tool
Document everything
Establish a call center (level 1)
Dispatch (office calls)(Level 2)
Communicate expectations and completion
Tracking and management tool
Meets our business needs
Stable platform

13. Choose BOSS Multiple entry points for submission Data customization
Multiple remote control extensions
Remediation scripting
Active directory sync
User portal

14. Results (Anecdotal) Improvement in feedback from type A
First-call resolution in place (positive results)
Reduced number of office calls / more hardware based
Clients using BOSS communication for feedback
Higher level of trust in submission to system

15. Asset Life-Cycle – Cradle to Grave
Asset Tracking across Enterprise
Know W-W-H about your assets
Track issues/changes/updates/moves
Asset Depreciation, Warranty alerts
Software Audit & Compliance reports
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16. Automation of Facility/Public Works
Manage all facility related Work orders
Schedule PMI (Preventive Maintenance Inspection)
Tag assets with QR codes / Barcodes
Manage equipment warranty, contracts
Track issues/resolutions, time & cost
Charge back reports
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17. Lower TCO – Save costs! Track Network Assets like Printers, etc.
Track Maintenance Warranty, Contracts
Monitor # of tickets created for Assets
Track labor cost, parts, time sheet
TCO Reports and review meetings
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18. Human Resource Employee On-boarding / New Hire In-house training
Track in-house training details
Attendee list, schedule, feedback
Attach/archive Material/handouts
Employee Survey on new initiatives
Retirement / Termination scenarios
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19. Questions…. Suri Anantharama (404)933-6145 suriya@boss-solutions
Questions…? Suri Anantharama (404) Chief Technology Officer BOSS Paul Garrett North Greenville University
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