Alloy Navigator makes the grade at University of Pittsburgh

The University of Pittsburgh provides technical support and delivery to the business and financial areas of the university through its Financial Information Systems (FIS) department.  With 25 employees, FIS’s technical staff provides innovative solutions through the strategic use of people, processes, and technology for business advancement and cost savings.  FIS is responsible for providing resources to manage projects, design processes, develop IT standards, implement and maintain systems, protect assets, secure information, analyze data, establish audit controls, and implement policies.  All this serves to support the university’s mission of teaching, research, and service.

The service and support processes leveraged by our FIS department are based on a leading best practices framework for service desk excellence known as Information Technology Infrastructure Library (ITIL). It was imperative that our department choose a solution that adhered to ITIL standards but also allowed for customization within our existing IT environment.

Previously, we developed a proprietary solution that tracked incident, change, and configuration management.  However, as our support processes matured, my team and I were limited by the silos of information stored in each system.  The product lacked the capability to easily link various processes and offered no analysis of trends or data.…Read More