Customized Report Design and Development Case Study

The Client

The client is the IT department of a leading Canadian university with an undergraduate population of over 40,000.

They provide help desk services to students, staff, and professors.

The Challenge

The client had already implemented Service Desk Express (SDE) so their help desk could better support the university’s staff, students, and professors. SDE reporting was crucial for staff planning.

This new system already had a built-in reporting module but the client wanted to customize reports to support the IT department’s operations.

The client wanted a vendor that had experience with ITIL, help desks, Crystal Reports, SQL, and report design.

Key Challenges

– A deep understanding of the help desk service offerings was necessary.

– On-demand report developers were needed.

– A cost effective solution was desired.

– Data had to be secure and accessible.

The Process

  1. Gathering requirements.
  2. Developing the reports.
  3. Testing the reports.

How Optimus Helped

Optimus engaged a team of business analysts and report developers from our Vancouver and India offices. Report development and testing was done around the clock to ensure project completion. The hybrid delivery model we used helped to reduce costs.

We selected team members that had experience in ITIL, Crystal Reports, SQL, and report design to meet the client’s requirements. Our team members also had experience working in a university environment bringing significant value to the project.

Our Vancouver team worked closely with the client’s IT managers to understand the project’s objective and ensure that all the requirements and scenarios were covered. Our development team in India accessed the data using VPN.

After report development and testing was completed, we demoed the report to the client before deploying the final report into their SDE.

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