Autotask ITSM Now Live
Our ITSM tool is the backbone of our technical services business - providing full visibility into customers, internal operations, and the cost of delivering the service, all in one place. During the latter part of 2019, we reignited our evaluation of Autotask as our preferred successor to ManageEngine. Autotask (full name being: Datto Autotask PSA) presents itself as the tool to unify People, Processes, and Data; and provides focussed modules in: Service Desk, Contracts & SLAs, Tech Scheduling & Resource Management, Automating Service Delivery, Projects, and Time Tracking.
Over the last six months, the Services Management team has worked closely with Rafi to ensure that the Autotask product meets the requirements that Centerprise has defined for delivering managed services. After a lot of hard work - the Services & the Workshop teams went live with Autotask on Thursday 30th April with all customer tickets and communication now flowing through Autotask. Well done to Alison, Ross, Jason, Lee, Jack, Shaun, Owen, Nigel, Sonia and Tom who pushed the project forward. Next, we will be exploring how Autotask can be applied to the wider company, in supporting time tracking.