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CUSTOMER PROFILE Industry: Public educationCompany: São Paulo Municipal Board of Education Employees: 85,000

São Paulo Municipal Board of Education provides better services to schools with CA Technologies solutions

CUSTOMER SUCCESS STORY

BUSINESSThe São Paulo Municipal Board of Education (SME) is the public body responsible for guaranteeing a basic elementary education for all residents of the city.

CHALLENGEProvide effective and responsive IT services for the organization’s 50,000 employees and the 1,200 schools they support.

SOLUTIONSME has outsourced its help desk to G&P Projetos e Sistemas, which uses CA Service Desk Manager and CA IT Inventory Manager to provide rapid and high quality support.

BENEFITUsing the CA Technologies solutions, the two organizations can deliver more efficient IT services, which frees up internal IT staff and improves productivity.

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The IT team at SME helps support school management systems.

São Paulo Municipal Board of Education

Given the breadth and importance of these responsibilities, SME’s IT help desk service is essential. The help desk supports more than 1,200 schools and employees and 40,000 computers distributed throughout São Paulo.

To provide a better level of service to schools, SME decided to outsource help desk operations to an external specialist.

BusinessResponsible for the education of more than one million studentsThe São Paulo Municipal Board of Education (SME) is the public body responsible for guaranteeing a basic elementary education for all residents of the city. The board has more than 50,000 employees, and supports 1,200 schools and in excess of one million students.

SME includes a group of teams responsible for varied aspects of school administration, from the acquisition of primary materials such as hygiene and cleaning products, to the development of pedagogical methodologies to be applied via educational units.

In recent years, SME has concentrated on combatting truancy, which has fallen drastically, and providing a basic elementary education for children with disabilities. As a result of its activities, 85 percent of students now are registered in municipal schools.

ChallengeProviding high quality IT services to schoolsSME’s IT department is responsible for the management and maintenance of all the organization’s IT infrastructure and systems. Its IT team ensures that all employees are equipped with the reliable technologies they need to serve the community and have rapid access to relevant, high quality information.

The department is also responsible for all digital information sent by the board and for managing specifi c online tools. The IT team at SME also helps support school management systems that keep records of grades and absences and timetables and the offi cial SME portals.

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São Paulo Municipal Board of Education

SolutionStreamlined incident and problem managementFollowing a public tender, SME awarded G&P Projetos e Sistemas the service desk contract. As part of the deal, SME was keen that the new partner would use a fully integrated incident and problem management solutions.

To fulfi l this need, G&P Projetos e Sistemas selected CA Service Desk Manager and CA Inventory Manager. The solutions were implemented in August 2011. ”The decision to use CA Technologies solutions was based on the fact that they are robust and mature and offer straightforward integration with SME’s existing customer care system, which is based on Oracle and Microsoft databases,” explains, Edivano Nascimento, Technical Manager at G&P.

2,500incidents/problems per month managed by CA Service Desk Manager

CA Service Desk Manager is now at the heart of SME’s helpdesk. “CA Service Desk Manager gives us a comprehensive visibility of the services being delivered while CA Inventory Manager tracks IT assets,” explains Nascimento. “This means we can quickly identify the issues associated with any particular hardware device and verify its warranty status if required.”

In total, the solutions handle an average of 2,500 incidents/problems per month. Help desk staff have access to a range of articles to help them address incidents correctly via CA Service Desk Manager’s knowledge base, and the reports created by the solutions are used to identify and analyse performance trends. “The information provided by the solutions enables us to optimise our operations and evaluate end user satisfaction,” adds Nascimento.

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São Paulo Municipal Board of Education

The IT team at SME has direct access to the CA Technologies solutions, which means it is able to verify call volumes and service levels quickly and easily. Thus, SME can ensure that the specifi ed service level agreements (SLAs) are met, and identify any weaknesses where additional training may be required or technology change.

G&P Projetos e Sistemas and SME are currently working towards the adoption of ITIL™ best practice methodologies for handling incidents, problems and changes to further enhance the effi ciency and quality of help desk operations.

Benefi tBetter support for schools, teachers and pupilsUsing the CA Technologies solutions, G&P Projetos e Sistemas can provide a rapid response to IT queries and problems from SME staff and schools. Georgio Teixeira Pires, Commercial Manager at G&P, comments, “Help desk staff spend less time on the phone to end users as they have instant access to the information they need about relevant devices and we have better overall visibility of infrastructure health so we can advise SME on any changes or updates that may be required.”

The IT team at SME can provide better services to schools, teachers and pupils that need help.

Improved incident and problem management has enabled SME to:

Free up internal IT staff to spend time on infrastructure improvements•

Improve staff satisfaction and productivity•

Focus on its core objective of providing better support for schools.•

The better incident and problem management means SME can now provide better services to the schools, teachers and pupils that need help.

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São Paulo Municipal Board of Education

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G&P Projetos e Sistemas Ltda. is a company with 100% national capital which has been active in the Information Technology fi eld for over 20 years. With a presence in the main capitals of Brazil, G&P offers services in architecture, development, implementation, and systems support and maintenance, acting strongly in the marketing and implantation of business solutions with their strategic partners. G&P’s successful partnerships include its relationship with CA Technologies, where G&P holds the status of Gold Partner, acting in the IT management, IT Security and Environment Management, developing solutions such as: CA Service Desk Manager, CA Spectrum, CA eHealth.