Case Study: UNM Hospitals achieves faster Help Desk resolution with Visual Click Software’s DSRAZOR for eDirectory

UNM Hospitals Relies on DSRAZOR for eDirectory to Empower Help Desk and Enhance IT Performance

UNM Hospitals, a leading trauma center in Albuquerque and part of the University of New Mexico, needed a better way to support its 4,000 employees with fast, effective Help Desk and network administration tasks. Its existing Novell ConsoleOne tools were too cumbersome and exposed more functionality than the team needed, making it difficult for the Help Desk to manage accounts, passwords, workstations, and GroupWise lists efficiently. Visual Click Software’s DSRAZOR for eDirectory was chosen to provide a simpler, more intuitive solution.

Visual Click Software implemented DSRAZOR for eDirectory to build customized applets and application groups for the Help Desk, delivering only the rights and tools each user needed through ZENworks. The result was faster issue resolution, fewer escalations, and more productive IT staff who could focus on higher-level work; UNM Hospitals said problems often no longer had to be escalated beyond the first phone call. The hospital also praised Visual Click Software’s support as extremely responsive, typically replying within an hour, and said DSRAZOR improved efficiency across the organization enough that it continues to renew the product.

UNM Hospitals

Mike Biedermann

Network Systems Analyst