The organization needed to improve accountability and enhance collaboration regarding support processes.
Supporting customers like the Army Reserve Engineers demands detailed tracking and responsiveness to helpdesk requests. Over the years, CACI had implemented four different applications to manage ticket tracking, defect management, enhancement requests, and project workflows. While each application brought improvements, overall data sharing was inadequate, often resulting in incomplete status updates. There were tickets that had been resolved but the user had not been properly notified, and defects that required multiple tasks to correct without clear accountability for each step.
Improving accountability and enhancing collaboration was CACI’s goal. Integrating and automating the various helpdesk components would add traceability throughout the process with instant status reporting, detailed history tracking, and clear relationships among the various tasks. “We were jettisoning four different applications that did not ‘talk to each other’ very well, in favor of one centralized application that did,” said Tyson Faircloth, Program Manager at CACI. The improvements in team communication would also raise productivity and enforce business rules.
CACI decided to look for a system that could replace its mix of purchased and homegrown applications. After using Micro Focus SBM to design and implement a few processes, CACI engineers began to see significant potential for operational benefits, both internally and with their customers.